Customer Dispute Management
ADR provides dispute resolution process to handle litigations outside judiciary.
Install Trend
View Install Data
| Date | Install Count | Change |
|---|---|---|
| 2026-09-09 | 0 | - |
About
Alternate dispute resolution resolve disputes between telecom service providers and consumers outside of traditional court litigation. The system performs intelligent analysis of dispute origins by examining historical customer touchpoints including support cases, billing complaints, and service problem cases, then recommends targeted remediation actions like credit issuance or billing adjustments while maintaining SLA compliance.
Key Features
- Create CDM: A new case type "Customer Dispute Management" will be created capturing all the details like CDM category, CustomerInformation, Partner Contact Information (in case of a legal entity or guardian filing the CDM on behalf of customer).
- Capture all facts, investigation details, findings, customer intent, and proposed resolution (e.g., credit note, bill correction) in the ADR system to fully document and address the complaint.
- Create Deadlock Letter: Creating a letter head template capturing the history and RCA of the ADR and sending it to customer/Partner.
- Extending CDM to support detailed customer dispute analysis and Ui adjustments to support additional party.