THE VITAL IMPORTANCE OF CLAIMS

You may be wondering why we give so much importance to our customers' claims.

We are concerned about the correct management of any incident because we are convinced that continuous improvement is the fundamental element of any successful company.

PRO3S attaches fundamental importance to claims for two reasons:

• A well-managed complaint is a customer's best loyalty tool.
• Continuous monitoring of complaints gives us a very accurate diagnosis of the efficiency of our processes.

Basic principles of claims management.

We start from constructive self-criticism to resolve any incident as quickly as possible and always giving priority to the interest of the client.

We follow-up:

• Percentage of claims on deliveries
• Response time in handling complaints

The Quality Department receives the complaint from the customer and begins the process of the first phase of research, data analysis, documentation, in which we evidence the conformity of the product manufacturing process.

Once the complaint has been studied, a meeting is held with all the departments involved, in order to investigate what may have happened, in this way it is possible to find out the cause that has generated the complaint.

In addition, this entire process is documented in writing so that it can be reviewed and tracked at all times by anyone on the PRO3S team.

Once the cause of the problem has been determined, corrective action is generated, where appropriate, the aim of which is to prevent the complaint from being repeated (as far as possible).

At this point, three actions are taken

• The customer is given a solution immediately.
• The client is notified of the results of the investigation.
• The claim is analysed from an economic point of view: in case a financial payment has to be made.

On a monthly basis, the PRO3S team meets and conducts a review of the effectiveness of the corrective measures and monitoring of the process indicators.