Automating Customer Complaints Management Through Trust Accounts

摘要

The automation of business processes by the use of paper-free EDI transmissions between business partners can be an incentive to advance the exchange of orders, invoices, and customer complaints without human interruptions by integrating and embedding trust mechanisms. This paper analyzes the applicability of automatically updated trust accounts for customer relationship management for the handling of customer complaints. The model introduced in this paper can help to reduce handling and shipping costs significantly and thereby improves customer benefits, resulting in higher customer loyalty.