[fusion_builder_container type=”flex” hundred_percent=”no” hundred_percent_height=”no” hundred_percent_height_scroll=”no” align_content=”stretch” flex_align_items=”flex-start” flex_justify_content=”flex-start” hundred_percent_height_center_content=”yes” equal_height_columns=”no” container_tag=”div” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” status=”published” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” enable_mobile=”no” parallax_speed=”0.3″ background_blend_mode=”none” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” pattern_bg=”none” pattern_bg_style=”default” pattern_bg_opacity=”100″ pattern_bg_blend_mode=”normal” mask_bg=”none” mask_bg_style=”default” mask_bg_opacity=”100″ mask_bg_transform=”left” mask_bg_blend_mode=”normal” absolute=”off” absolute_devices=”small,medium,large” sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” sticky_transition_offset=”0″ scroll_offset=”0″ animation_direction=”left” animation_speed=”0.3″ filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ admin_label=”Post Content”][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ align_self=”auto” content_layout=”column” align_content=”flex-start” valign_content=”flex-start” content_wrap=”wrap” center_content=”no” column_tag=”div” target=”_self” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” order_medium=”0″ order_small=”0″ hover_type=”none” border_style=”solid” box_shadow=”no” box_shadow_blur=”0″ box_shadow_spread=”0″ background_type=”single” gradient_start_position=”0″ gradient_end_position=”100″ gradient_type=”linear” radial_direction=”center center” linear_angle=”180″ lazy_load=”none” background_position=”left top” background_repeat=”no-repeat” background_blend_mode=”none” background_slider_skip_lazy_loading=”no” background_slider_loop=”yes” background_slider_pause_on_hover=”no” background_slider_slideshow_speed=”5000″ background_slider_animation=”fade” background_slider_direction=”up” background_slider_animation_speed=”800″ sticky=”off” sticky_devices=”small-visibility,medium-visibility,large-visibility” absolute=”off” filter_type=”regular” filter_hover_element=”self” filter_hue=”0″ filter_saturation=”100″ filter_brightness=”100″ filter_contrast=”100″ filter_invert=”0″ filter_sepia=”0″ filter_opacity=”100″ filter_blur=”0″ filter_hue_hover=”0″ filter_saturation_hover=”100″ filter_brightness_hover=”100″ filter_contrast_hover=”100″ filter_invert_hover=”0″ filter_sepia_hover=”0″ filter_opacity_hover=”100″ filter_blur_hover=”0″ transform_type=”regular” transform_hover_element=”self” transform_scale_x=”1″ transform_scale_y=”1″ transform_translate_x=”0″ transform_translate_y=”0″ transform_rotate=”0″ transform_skew_x=”0″ transform_skew_y=”0″ transform_scale_x_hover=”1″ transform_scale_y_hover=”1″ transform_translate_x_hover=”0″ transform_translate_y_hover=”0″ transform_rotate_hover=”0″ transform_skew_x_hover=”0″ transform_skew_y_hover=”0″ transition_duration=”300″ transition_easing=”ease” scroll_motion_devices=”small-visibility,medium-visibility,large-visibility” animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″ last=”true” border_position=”all” first=”true” min_height=”” link=””][fusion_text hide_on_mobile=”small-visibility,medium-visibility,large-visibility” sticky_display=”normal,sticky” animation_direction=”left” animation_speed=”0.3″ animation_delay=”0″]
Junio 20 de 2024, Sertisoft S.A.S.
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¿Cómo mejorar la eficiencia en la gestión de quejas y reclamos?
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Un objetivo trascendental en la gestión de las organizaciones, es el estudio de prácticas para incrementar la eficiencia operacional, con el fin de mantener la competitividad en el mercado, reducir costos, mejorar la satisfacción del cliente y asegurar la sostenibilidad y crecimiento de la empresa. En este blog, nos centraremos en cómo Sertisoft, a través de su plataforma TMS-PQR, permite gestionar las operaciones de manera efectiva y eficiente.
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TMS-PQR la solución de Sertisoft, para el tratamiento y gestión de las PQRS
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Los sistemas PQRS (Peticiones, Quejas, Reclamos y Sugerencias), ofrecen una vía estructurada para mejorar la satisfacción del cliente y facilitar la retroalimentación, promoviendo la transparencia y la responsabilidad corporativa; con la identificación y prevención de problemas recurrentes. TMS-PQR es un sistema de gestión de PQRS, diseñado no solo para optimizar cada paso del proceso, sino también para simplificar la gestión diaria, asegurando una operación efectiva, eficiente y transparente.
Con base en la experiencia de Sertisoft frente a la optimización del uso de recursos de una organización, a continuación, se presentan seis (6) características claves, que se han considerado necesarias para contribuir a la eficiencia operativa en la gestión de quejas y reclamos.
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1. Asignación automática de responsables para la gestión de PQRS
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Esta característica permite definir grupos especializados de gestión dependiendo del producto y motivo asociado a la PQR, reduciendo los procesos manuales de tareas repetitivas y rutinarias, además de evitar sobrecargas de trabajo. Esto garantiza que cada caso sea manejado por una persona experta en la temática, automatizando el flujo de gestión y reduciendo la intervención manual del equipo de trabajo.
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2. Cálculo automático de tiempos de gestión de PQRS
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El cálculo automático de tiempos permite establecer ANS (Acuerdos de niveles de servicio), por cada motivo configurado en la aplicación, permitiendo controlar niveles de oportunidad en la atención, basados en un concepto de semaforización de cada caso (Verde – a tiempo, Amarillo – por vencer y Rojo – vencido). Esta visualización, proporciona una herramienta intuitiva de seguimiento y control a toda la operación.
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3. Gestión centralizada y transparente de las PQRS
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Un sistema centralizado permite a todos los usuarios acceder a la información en tiempo real, mejorando la colaboración, auditoría y seguimiento de los casos. El módulo de PQR de TMS, ofrece un modelo centralizado de gestión donde toda la información del caso está disponible en tiempo real, facilitando el control, gestión y seguimiento efectivo del mismo. Además, permite reportar en línea todas las actividades realizadas, garantizando transparencia y facilitando el control en tiempo real.
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4. Cierre de caso y respuestas predefinidas para las PQRS
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Las respuestas predefinidas permiten responder de manera rápida y consistente, minimizando el tiempo de redacción y asegurando la calidad de las respuestas. Lo anterior se debe, a que el proceso de escritura de la respuesta a las PQRS generalmente es considerado un cuello de botella dentro del proceso. En consecuencia, TMS-PQR permite parametrizar respuestas basadas en la tipificación del caso, generando plantillas predefinidas. Además, ofrece un ciclo de aprobación para garantizar que todas las comunicaciones sean revisadas y aprobadas, evitando problemas potenciales.
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5. Integración del sistema de PQRS con entidades regulatorias
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La integración con entidades regulatorias asegura que el proceso cumpla con las normativas vigentes, facilitando la automatización de reportes y reduciendo errores. Con TMS-PQR, su organización podrá integrarse con la Superintendencia Financiera de Colombia, mediante un modelo de interoperabilidad, transformando procesos manuales, basados en Excel, a operaciones en línea sin más intervenciones de gestión, mejorando la eficiencia y reduciendo tiempos adicionales y costos operativos.
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6. Historial centralizado de casos de PQRS
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Un historial centralizado permite tener un registro completo y accesible de cada caso, facilitando la identificación de problemas recurrentes y mejorando la gestión de casos reincidentes. Una de las características más potentes de TMS, es su capacidad para garantizar un registro centralizado de todas las PQRS recibidas por la entidad, esto permite que, por cada caso, se cuente con los soportes, desde los aportados por el solicitante hasta los generados durante la gestión y la respuesta final, información relevante en términos de auditorías, mejora continua y generación de bases de gestión de conocimiento.
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Finalmente, se resalta que las características de TMS-PQR, demuestran cómo un software de gestión de quejas y reclamos bien diseñado, puede transformar la eficiencia operativa de una entidad, asegurando una respuesta rápida, precisa y bien organizada a las quejas y reclamaciones de los clientes.
Implementar TMS-PQR es el cambio que usted necesita para llevar la gestión de PQRS de su empresa al siguiente nivel, garantizando operaciones más eficientes y clientes más satisfechos. Para más información no dude en contactarse con nosotros al (+57) 304 419 5435.
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