EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

ICT | Telecom and Internet

EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET 2020-2028

Market By Component, Type, Deployment, Industrial Vertical And Geography | Forecast 2020-2028

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As per a Triton Market Research report, the complaint management software market in the European region is likely to progress, at a CAGR of 9.89% in the estimated period between 2020 and 2028.

The countries evaluated in the Europe complaint management software market are:

           Italy

           The United Kingdom

           Germany

           Russia

           France

           Spain 

           Rest of Europe



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Increased awareness of the right to complain is witnessed among the UK public. To set up a single set of standards for the complaint handling of NHS, the Parliamentary and Health Service Ombudsman conducted a special survey. This included several senior NHS leaders giving ideas about their organizations’ approach towards complaint handling.

All safety-related problems in healthcare organizations can be detected through patient complaints. Conventional systems of healthcare monitoring like retrospective case reviews and incident reporting systems may not be able to recognize the problems in the operations. Instead, patients can give more details about the problems to the healthcare organization as they are more sensitive to it. 

Besides, analyzing the information provided by a patient’s negative experience can help healthcare organizations to identify systematic problems. This factor has been focussed in the Francis report in the UK, reporting 1200 avoidable deaths that occurred over three years at a hospital named  Mid-Staffordshire NHS Foundation hospital. The report also stated that patients’ written complaints had detected the problems of neglect at the hospital. Yet, there were issues in the patients’ complaint handling, which led to missing vital warning signs. This incompetency can be managed by the implementation of complaint management systems.

Salesforce is a cloud computing service provider offering different products like marketing cloud (a platform that provides social media, mobile and email marketing services), Sales Cloud (a platform that lets users track customer interactions and data in one place), Analytics Cloud (a platform that lets users share insights, access and answers for their queries) and Service Cloud (tools that let users access 24/7 intelligent customer service). The company has major operations in the European region.

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Table of Content

1.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET - SUMMARY            

2.    EUROPE INDUSTRY OUTLOOK                  

2.1. MARKET DEFINITION                  

2.2. KEY INSIGHTS                  

2.2.1.   SERVICES IS THE FASTEST GROWING COMPONENT                  

2.2.2.  GOVERNMENT AND DEFENCE HOLDS THE LARGEST MARKET SHARE AMONGST INDUSTRIAL VERTICALS                  

2.3. PORTER’S FIVE FORCE ANALYSIS               

2.3.1.   THREAT OF NEW ENTRANTS               

2.3.2.   THREAT OF SUBSTITUTE                       

2.3.3.   BARGAINING POWER OF SUPPLIERS           

2.3.4.   BARGAINING POWER OF BUYERS                 

2.3.5.   THREAT OF COMPETITIVE RIVALRY              

2.4. MARKET ATTRACTIVENESS INDEX               

2.5. VENDOR SCORECARD             

2.6. MARKET DRIVERS                      

2.6.1.   NEED TO INCREASE CUSTOMER SATISFACTION AND PROTECT BRAND REPUTATION             

2.6.2.   INCREASING AUTOMATED WORKFLOW AND COMPLAINT MANAGEMENT OPERATIONS

2.7. MARKET RESTRAINTS               

2.7.1.   INSUFFICIENT USEFUL DATA TO RESOLVE CUSTOMER COMPLAINTS             

2.8. MARKET OPPORTUNITIES

2.8.1.  INTEGRATION OF NEW TECHNOLOGIES SUCH AS AI AND NLP IN COMPLAINT MANAGEMENT SOFTWARE                                  

2.9. MARKET CHALLENGES             

2.9.1.   FRAGMENTED AND INSUFFICENT INFORMATION             

2.9.2.   INFLEXIBLE, OUTDATED SYSTEMS                

3.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY COMPONENT                 

3.1. SOFTWARE           

3.2. SERVICE                

4.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY TYPE             

4.1. INTEGRATED                    

4.2. STAND-ALONE                 

5.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY DEPLOYMENT                 

5.1. ON-PREMISES                  

5.2. CLOUD                    

6.  EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET OUTLOOK - BY INDUSTRIAL VERTICAL                     

6.1. BFSI             

6.2. RETAIL                    

6.3. GOVERNMENT & PUBLIC SECTOR                

6.4. IT & TELECOM                  

6.5. HOSPITALITY                    

6.6. HEALTHCARE                  

6.7. OTHERS                 

7.    EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET – REGIONAL OUTLOOK                     

7.1. UNITED KINGDOM                       

7.2. GERMANY             

7.3. FRANCE                 

7.4. SPAIN                      

7.5. ITALY                       

7.6. RUSSIA                   

7.7. REST OF EUROPE                                              

8.    COMPETITIVE LANDSCAPE            

8.1. ASSURX INC                     

8.2. EQUINITI                 

8.3. ETQ LLC                 

8.4. FRESHWORKS INC                     

8.5. MASTERCONTROL INC              

8.6. ORACLE                 

8.7. QUANTIVATE LLC            

8.8. SALESFORCE.COM INC            

8.9. SPARTA SYSTEMS INC              

8.10. ZENDESK INC        

8.11. ZOHO CORPORATION PVT LTD                       

9.    METHODOLOGY & SCOPE              

9.1. RESEARCH SCOPE                    

9.2. RESEARCH SCOPE & DELIVERABLES                     

9.3. SOURCES OF DATA                    

9.4. RESEARCH METHODOLOGY               

List of table

TABLE 1: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

TABLE 2: VENDOR SCORECARD

TABLE 3: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COMPONENT, 2020-2028 (IN $ MILLION)

TABLE 4: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY TYPE, 2020-2028 (IN $ MILLION)

TABLE 5: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY DEPLOYMENT, 2020-2028 (IN $ MILLION)

TABLE 6: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INDUSTRIAL VERTICAL, 2020-2028 (IN $ MILLION)

TABLE 7: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY COUNTRY, 2020-2028 (IN $ MILLION)

List of Figures

FIGURE 1: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 2: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 3: PORTER’S FIVE FORCE ANALYSIS

FIGURE 4: MARKET ATTRACTIVENESS INDEX

FIGURE 5: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SOFTWARE, 2020-2028 (IN $ MILLION)

FIGURE 6: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY SERVICE, 2020-2028 (IN $ MILLION)

FIGURE 7: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY INTEGRATED, 2020-2028 (IN $ MILLION)

FIGURE 8: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY STAND-ALONE, 2020-2028 (IN $ MILLION)

FIGURE 9: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY ON PREMISES, 2020-2028 (IN $ MILLION)

FIGURE 10: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY CLOUD, 2020-2028 (IN $ MILLION)

FIGURE 11: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY BFSI, 2020-2028 (IN $ MILLION)

FIGURE 12: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY RETAIL, 2020-2028 (IN $ MILLION)

FIGURE 13: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY GOVERNMENT & PUBLIC SECTOR, 2020-2028 (IN $ MILLION)

FIGURE 14: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY IT & TELECOM, 2020-2028 (IN $ MILLION)

FIGURE 15: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HOSPITALITY, 2020-2028 (IN $ MILLION)

FIGURE 16: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY HEALTHCARE, 2020-2028 (IN $ MILLION)

FIGURE 17: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, BY OTHERS, 2020-2028 (IN $ MILLION)

FIGURE 18: EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, REGIONAL OUTLOOK, 2019 & 2028 (IN %)

FIGURE 19: UNITED KINGDOM COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 20: GERMANY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 21: FRANCE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 22: SPAIN COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 23: ITALY COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 24: RUSSIA COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

FIGURE 25: REST OF EUROPE COMPLAINT MANAGEMENT SOFTWARE MARKET, 2020-2028 (IN $ MILLION)

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