Complaints management software isn’t just for larger businesses. It can play a vital role for small to medium companies too.
isoTracker offers complaints management software that’s affordable for any size business – from large corporates to small businesses and startups.
Effective complaints management software can:
Complaints management challenges for smaller businesses
Most small to medium businesses strive to offer good customer service and a robust complaints-handling process.
Unfortunately, many organizations struggle to implement a process that manages complaints in a way that effectively resolves issues and gives customers the closure they are looking for.
While most companies have procedures to handle complaints, many end up facing these common complaints-handling issues.
Here’s a rundown of what issues to look out for when fine-tuning your complaints management system.
Complaints handled on an ad-hoc basis
Complaints management procedures are not centralized and handled through a dedicated department.
Complaints can come via many different sources – email, website, phone, letters, Twitter, Facebook, fax – but if there’s no standard procedure for recording complaints from these sources some may slip through the cracks.
Each person deals with a complaint differently – if they deal with the complaint at all. Often, complaints languish in inboxes or on voicemail and are forgotten about.
Agents and managers only hear about complaints and service failures long after they’ve happened.
Lack of consistent follow-through
Most businesses still operate with inflexible, outdated and fragmented IT systems that aren’t connected by a single end-to-end process.
The growth in social media interactions can complicate an organization’s communication channels. Also, employees and clients are increasingly located in different countries and different time zones.
This means complaints can be received on different channels and in different locations. If there isn’t a robust system to deal with these complaints, this can lead to inconsistent follow-through by case handlers.
Failure to translate what’s learned into improvements
Without a well-defined complaints management system, customer complaints are rarely translated into system improvements.
Fragmented data makes it very difficult to perform real-time analytics and monitor processes. This can mean an organization won’t have the ability to identify and avoid service failures.
Individual complaints may be resolved but without robust analytic tools and built-in corrective and preventive action (CAPA) features, system-wide failures can’t be identified and fixed.
Put simply, complaints don’t lead to lessons learned and quality improvements made.
No way to track loss of business
When a complaints management system is ineffective, it’s impossible to track how complaints have led to losses and impacted business.
Without the ability to track complaints and monitor resolutions, it’s hard for a company to formulate an effective strategy for complaints resolution.
Also, customers face ongoing frustrations trying to find the correct person to talk to and resolve their complaints.
Inadequate documentation for compliance
Companies need clear complaint management processes to be compliant with quality standards. For example, medical device companies must meet ISO 13485 or FDA consumer complaint handling requirements.
Effective complaints management is also essential for complying with quality standards like ISO 9001 and ISO 10002.
Using an ineffective system for recording complaints will make an organization’s documentation inadequate for compliance purposes.
Poor documentation and ineffective follow-up can be used against a business during an audit or during litigation.
Failure to provide timely reports and follow compliance standards can lead to non-compliance and fines from regulatory bodies.
How our complaints management software can help
A complaints management system is essential even for small to medium businesses. Managing complaints effectively drives continuous quality improvement.
It provides actionable insights into your customers and ways to improve your products or services. Ultimately, it leads to increased customer loyalty and more business.
isoTracker’s complaints management software simplifies complaints management, ensuring consistency and preventing anything from being overlooked. It equips organizations to respond proactively to prevent future complaints.
The software is designed to be effective and affordable for small to medium-sized businesses. See our range of pricing options.
Key features of isoTracker’s complaints management software are:
isoTracker’s affordable complaints management software
At isoTracker, we offer modular, cloud-based quality management software, including complaints management software. Our complaints management software is specifically designed to make complaints handling consistent, effective and easy.
Our system is modular and subscription-based, so you only pay for what you need. You can use our complaints management module as a standalone system or pair it with other modules for a more comprehensive QMS.
Get complaints management software that’s affordable for small to medium companies with isoTracker. Sign up for a free 60-day trial and get full access to our quality management software.
