Today, professional complaint management is essential for offering good customer service. It can also mitigate impending loss of image and revenue. Complaint management, as part of customer relationship management (CRM), is an essential component of tenant retention. If complaints are handled confidently and dissatisfied customers are turned back into satisfied ones, trust is regained and tenant loyalty is increased.

The main objectives of complaint management are, on the one hand, complaint handling, where a complaint is dealt with swiftly and in a solution-oriented manner, and, on the other hand, performance improvement, where the product/service is further improved on the basis of customer feedback.

Complaint management always has a personal component, which must not be lost in the course of digitization. The main focus here is on using the ever-increasing number of communication channels and thus giving customers more and more different platforms for complaints. An individual response is particularly important here, as is switching to a classic communication channel (e.g., the telephone) if the issue becomes too complex.

There are also an increasing number of service providers that offer support in the systematic handling of customer complaints, which can be particularly relevant for companies with a high volume of customers. With these programs, responsibilities can be defined or the current status can be queried to enable the best possible service.