Thyssenkrupp Rasselstein digitises complaints process
Thyssenkrupp Rasselstein now enables customers to open complaints digitally via the Packaging Steel App. This reduces the processing time for complaints, as the complaints entered are processed directly in the ERP system of Germany’s only tinplate manufacturer.
Another new feature concerns the news section of the app. After entering their log-in data, customers can now obtain information about rasselstein packaging steel that goes beyond what is visible to other users.
Opening complaints now possible via Packaging Steel App
“To record a complaint, descriptions, photos, videos and voice messages can be uploaded by our customers directly in the app via the complaint tool,” says Dr. Heiner Schäfgen, Head of Technical Customer Service at thyssenkrupp Rasselstein GmbH, responsible with his team for processing incoming complaints. “The responsible contact person immediately receives a message on their mobile device when their customer has entered a complaint or remark and can start processing it immediately. It doesn’t get any simpler or faster than that.”
Customers can use the chat function to get in touch with their contact person while the complaint is being processed.
“Before the launch of the upgraded app, a group of selected customers has already tested the tool. The feedback has been overwhelmingly positive, so we are pleased to now be able to provide these applications to all customers,” says Schäfgen. A prerequisite for using the complaint tool is that the user has been registered by his company with thyssenkrupp Rasselstein for complaint recording.”