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Implementacija na Srbskih železnicah
08.11.2016
Začeli smo z implementacijo TOMAS na Srbskih železnicah, http://www.serbianrailways.com/


Implementirali bomo module: TOMAS.DM (Upravljanje dokumentov), TOMAS.Projects (projekti), TOMAS.Meeting (upravljanje sestankov in sklepov), TOMAS.Cori (korektivni ukrepi), TOMAS.Proces (procesi).
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Implementacija TOMAS v Energetiki Maribor
08.06.2016
Začeli smo z implementacijo v Energetika Maribor, Slovenija, www.energetika-mb.si


Implementirali bomo module: TOMAS.BP (Plan), TOMAS.Dashboards (nadzorne plošče), TOMAS.Reports (poročila), TOMAS.Projects (projekti), TOMAS.Cori (korektivni ukrepi) 
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Implementacija TOMAS v skupini Don don Srbija
08.09.2015
Začeli smo z implementacijo v skupini Don don, Srbija, http://www.tvojih5minuta.rs/


Implementirali bomo module: TOMAS.BP (Plan), TOMAS.Dashboards (nadzorne plošče), TOMAS.Reports (poročila), TOMAS.Projects (projekti), TOMAS.Cons(konsolidacija), TOMAS. Meeting (Sestanki)
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REKLAMACIJE

Rapid and successful solving of complaints improves the reputation of a company and increases the number of satisfied customers who keep on coming back and are the best promotion and guarantee for company's growth and profit. Therefore, the monitoring of customers complaints is of essential importance, since unsatisfied customers are comforted by rapid solving of complaints. With a detailed analysis and the adoption of preventive and corrective measures, causes of our errors are eliminated and the reoccurrence of complaints is prevented.

Complaint solving process involves different documents and employees. A sistematic approach to solving of complaints enables companies to include given information into the upgrades of their products. Companies with ISO 9000 certification have precise rules for complaint solving processes and TOMAS.Reclaim is a solution with which processes are transformed in electronic form which enables a transparent and more consistent solving of complaints. At the same time, it enables to perform a process analysis and constantly improve complaint solving processes by searching for system weaknesses.

Advantages:

  • Reduction of risk of complaint solving through managing and tracing of solving processes and communication with customers
  • Assurance that complaints will be solved within the prescribed time limits in accordance with the legislation
  • Increase in the number of retained customers by ensuring a quick response time
  • Increased reputation of a brand name due to the improvement of customer relations
  • Improvement of complaint solving transparency by creation of audit reports on complaint solving process development
  • Increased security of access to data on complaints

Reclaim has the following functionalities:

1. Entry/receipt of complaints

The first phase in information processing is the receipt of a complaint which is recorded in electronic form. The application contains an entry form which enables the recipient to record the complaint as quick as possible (since complaints can also be filed by phone).

When the recipient adds an information, a serial number of a complaint is automatically assigned together with a date. Then a company and a person who reports a complaint is selected. This is followed by the entry of a short title of a complaint and an extensive description. Documents such as e-mails, scanned letters, invoices, etc. may be attached to a complaint.

At the end, a person responsible for complaint solving as well as the type and category of a complaint for easier classification are defined.


2. Actions

Findings

Here, a person responsible for complaint solving can record his/her findings relating to a complaint. If he/she discovers that an error occured in input materials, a material and supplier can be identified.


On the basis of findings, corrective (short-term), preventive (midterm) or system (long-term) measures can be adopted.



Corrective measures

By determining corrective measures, a responsible person defines short-term measures by which the elimination of an error and customer unsatisfaction is achieved. Several measures with different operators can be determined for each complaint. We also define deadlines for the implementation of corrective measures. Operators report on the execution of individual measures, the status of a particular measure, level of completion as well as time and sources spent are shown in the review of measures.




Preventive measures

On the basis of findings on causes of complaints, preventive measures can be determined to prevent the occurrence of similar errors on products/services at the same customer or at other customers. Since these are more demanding measures/proposals, tasks can be assigned to each preventive measure which is then divided into several phases with different operators and deadlines.

System measures

On the basis of findings on causes of complaints, system measures can be determined to prevent the occurrence of similar errors on products/services that are to be developed in the future (new controls, reorganization of a company or process optimization, etc.). Since these are more demanding measures/proposals, tasks can be assigned to each system measure which is then divided into several phases with different operators and deadlines.

3. Tasks

One or more tasks can be determined for preventive and system measures whereby a more detailed definition of tasks is provided. Tasks can also be distributed between different operators, and deadlines for their execution within a specified final deadline for measure implementation can be defined.

Preventive tasks

One or more tasks with different operators and deadlines can be determined for preventive measures. The review shows the sum of reports by individual tasks on which operators report, or a detailed review of all reports for an individual task can be obtained by clicking on that task.

System tasks

One or more tasks with different operators and deadlines can be determined for system measures. The review shows the sum of reports by individual tasks on which operators report, or a detailed review of all reports for an individual task can be obtained by clicking on that task.

4. Reports

Operators report on the implementation of tasks for which they are responsible. One or more reports can be produced for each task, in which works done, as well as time and resources spent for the realization of the task are indicated.

5. Code lists

The application includes a great number of code lists that are managed by an administrator and enable a simpler classification and monitoring of complaints by different parameters (types of complaints, causes of complaints, types of works for the elimination of complaints, buyers, articles, suppliers, materials, etc.).


6. Browsers

The application also includes a powerful browser that enables searching of complaints by different parameters. Search parametres can be stored under our own reviews for later use.

Technical requirements

Data server: Windows 2003 or higher, Windows NT, Pentium II 500MHZ or higher, 1GB RAM, hard disc 30GB or bigger, SW – Oracle 8 or higher, or Oracle XE which is, with certain limitations, free of charge, MS SQL

PC client: Windows 98 or higher, Pentium II 500MHZ, 64MB RAM, hard disc with minimum 100MB of free space.