engage with your
consumers, your
brands
& your teams

built to monitor your customer contact & to ensure your product quality is maintained & enjoyed by your consumer

Xugo manages all phases of contact with your consumer and navigates you through your compliance processes with superior communication capabilities that aid the processes for improved quality assurance. Xugo promotes collaboration as multiple team members can use Xugo. As a result, you can help large numbers of consumers with just a small team.
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use Xugo, the powerful case management solution to streamline your customer contact and compliance needs

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Xugo manages the entire process

  • Captures feedback or complaints from all types of sources and channels such as social media, email, web 'product feedback forms', phone calls and creates the case and responds to the customer all within Xugo.
  • Create Events (cases) so you and your team can enable investigations and follow up. Assign, reassign and escalate to Xugo users, teams, depts. worldwide.

Xugo manages the entire process
Automates compliance activities

Automates compliance activities & removes the manual exchange of forms/docs & emails

  • Once case information has been collected, manage and track cases, using Xugo's workflows powered to route the incident/feedback to the appropriate area for action - what needs to be done, how, by who and by when.
  • Assign users/teams to tasks to facilitate activities i.e. manage product issues, instigate inspections and audits, lab and factory investigations, identify root cause and notify the customer of findings.

Determines complaint trends

  • Tracking of similar product complaints over defined time periods allows Xugo users to quickly identify possible production issues at a site for example.
  • Spotting these trends can help you direct your resources to improve a process, update policies and take other preventative actions to reduce repeat incidents.

Determines complaint trends
Enables automatic notifications

Enables automatic notifications

  • Xugo initiates notifications of priority cases, threshold limit exceptions, a new email response relating to an open case, a report ready to be viewed, assigned cases and tasks/processes to action and or approve etc.
  • The notification pane lets the Xugo user review an alert instantly, without losing the context of what the user is doing.

Report insights on-demand

  • Xugo dashboards and reports provide a near-immediate real-time view across the Customer and Product quality program. With all customer data in one place, take your pick of reports and automatically send via email to Managers or your Dept/team.
  • Xugo's operational status reports provide visibility of case status, overdue tasks, aging cases, closed cases, if SLA'S are not being met against response times etc.

Report insights on-demand

Xugo manages the entire process

  • Captures feedback or complaints from all types of sources and channels such as social media, email, web 'product feedback forms', phone calls and creates the case and responds to the customer all within Xugo.
  • Create Events (cases) so you and your team can enable investigations and follow up. Assign, reassign and escalate to Xugo users, teams, depts. worldwide.

Automates compliance activities & removes the manual exchange of forms/docs & emails

  • Once case information has been collected, manage and track cases, using Xugo's workflows powered to route the incident/feedback to the appropriate area for action - what needs to be done, how, by who and by when.
  • Assign users/teams to tasks to facilitate activities i.e. manage product issues, instigate inspections and audits, Lab/Factory investigations, identify root cause and notify the customer of findings.

Determines complaint trends

  • Tracking of similar product complaints over defined time periods allows Xugo users to quickly identify possible production issues at a site for example.
  • Spotting these trends can help you direct your resources to improve a process, update policies and take other preventative actions to reduce repeat incidents.

Enables automatic notifications

  • Xugo initiates notifications of priority cases, threshold limit exceptions, a new email response relating to an open case, a report ready to be viewed, assigned cases and tasks/processes to action and or approve etc.
  • The notification pane lets the Xugo user review an alert instantly, without losing the context of what the user is doing.

Report insights on-demand

  • Xugo dashboards and reports provide a near-immediate real-time view across the Customer and Product quality program. With all customer data in one place, take your pick of reports and automatically send via email to Managers or your Dept/team.
  • Xugo's operational status reports provide visibility of case status, overdue tasks, aging cases, closed cases, if SLA'S are not being met against response times etc.

features to help you run your case management program

Xugo is rich in features designed to connect your teams, processes and store your data

on the go - mobile app Xugo feature

on the go - mobile app

Whether you're in the office, on the factory floor or in the field, you can connect with your teams/dept.s and complete your assigned tasks easier and faster using your smart device of choice.

manage your business workflows - Xugo feature

manage your business workflows

Once the necessary information has been collected and entered, Xugo's rules-based workflows route the task/incident/feedback to the appropriate area for action. These workflows are dependent on your critical compliance control points which we can help you to define during implementation. Xugo drives your actions via rule-based workflow routing of cases to your teams no matter what their location.

social media engagement  - Xugo feature

social media engagement

Xugo’s social listening and monitoring tool enables review and action of customer feedback received from multiple Social Media channels all via Xugo's one central user interface. Via Xugo, users can quickly action a social media comment within a posting from any Social Channel (post/tweet/other) and create a case and tasks. Easily, your team remains up to speed with cases. Any enquiries yet to be resolved can be flagged and escalated.

GiftPay & Xugo - an integration to streamline your reimbursement program

The GiftPay integration allows Xugo users to expedite reimbursements and gifts to their consumers, by generating the egift card and sending it to the consumer’s emails from within the Xugo platform.

One of many new integrations we offer Xugo users as part of our ongoing commitment to help our clients work smarter.

GiftPay and Xugo integration

recent projects

Goodman Fielder leverages Xugo software as their Management System for Customer & Consumer Complaints & Product Quality Feedback. Providing a 360-degree view of consumer interactions all in one powerful central repository.
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