Complaints Management Software

A Commitment to Customers

Recording, tracking and resolving the causes of customer complaints is a critical part of any organization's quality management process. Whenever a customer hands you a complaint, he's also handing you an opportunity to create a stronger and more profitable relationship with him. That's because complaints that are handled properly can be converted into increased loyalty and more business.

 
Business Drivers
  • I want to effectively deal with customer concerns or complaints
  • I need to have a comprehensive complaints history
  • I need to ensure consistency of customer interaction
  • I want to track trends in customer issues
 

IsoTracker provides a centralized and easy-to-use interface for recording and tracking complaints from any location whether from your desk while responding to a customer’s call or out in the field with the customer. Complaints can be entered by any user and then routed to qualified complaints administrators who will then assign them based on the complaint’s type and product.

Complaints may be routed for investigation to a number of users such as a manufacturing site where specific analysis will be performed and replies made within a specific delay. Complaints may also be routed for corrective action and preventive action at any stage of the process. A complete history of a complaint is available throughout the complaint handling process and after is has been closed.

Features

Recording Complaints

  • Provides an easy and methodical method for online recording and tracking customer concerns and complaints.
  • Use the quick search facility to identify the complainant and the subject of the complaint from pre-loaded lists. Links into Document Control and allows you to attach internal documents as well as external documents.
  • Complaints can be recorded by any user but are reviewed by a complaints administrator before being accepted into the complaints workflow and assigned to be resolved by a relevant staff member.
  • Each complaint’s history is easily accessible and provides a completely up-to-the-minute status of how a complaint is progressing through your organization and what actions have been taken, if any.

Investigation

  • Once accepted and assigned the investigation process starts. Record one or more non-conformances and identify and record each relevant root cause.
  • The responses to the investigation are interactive and the Complaints Administrator can restart an investigation if the results are felt to be insufficient.
  • Record all investigation results, root cause analysis and recommended actions.

Corrective Actions, Preventive Actions and Escalation

  • Assign corrective actions and preventive actions responsibility at any time throughout a complaint’s progress. Assign to each one or more recorded non-conformances. Close the relevant CAPA request when satisfied of its effectiveness. Alternatively, keep it open and request additional information or proof.
  • Automatically escalates the complaint if a response to an event has not been received within a pre-assigned due date.

Notifications and Reports

  • Pre-save email templates for every workflow stage in a complaint’s process. Quickly inform complainants of progress at each stage by using the relevant pre-saved template which can easily be modified with pertinent information.
  • Supports an effective messaging system using in-built task notifications and by emails to employees when they have tasks that need to be actioned.
  • Automatically, send aging day reminders at predetermined intervals to the assigned administrator so as to keep the complaint top-of-mind.
  • Request feedback from a complainant about the resolution process after the complaint has been closed.

Benefits

An effective customer complaints handling system is essential to any business. In our competitive world it is no longer a differentiator to have one. In fact you must now demonstrate that not only you have one but also that you actively use it as part of a commitment to a top class customer service.

Happy Customers means More Business

  • An efficiently handled complaint can bring a positive response from a customer and becomes a key selling point.
  • Improved service delivery means higher levels of confidence and repeat business.
  • An improved reputation creates a snowball effect throughout the organization and affects positively the culture and its methods of dealing with the outside world which shows up as reduced costs of doing business and in an improved bottom line.

Maintaining Customers

  • Less time and money spent attracting new customers as efficiently handled complaints will build greater customer loyalty.
  • Gain more customers through word of mouth advertising from satisfied customers.
  • Unhappy customers not only buy less but also provide negative feedback to potential new leads making the task of simply maintaining the current level of sales very difficult.

More Efficient Operations

  • Complaints may reveal underlying business problems that otherwise would have remained hidden and allowed to grow in severity.
  • Fewer mistakes means less time and money spent fixing them which leads to an improved bottom line.

FAQs

Q. How can I be sure that a complaint is not forgotten?

Each complaint is listed on the Action Required page of the user having a role in that complaint from the person who logged it, the administrators who accept and assign it, the assignee responsible for resolving the complaint, to the users with specific tasks assigned to them. The complaint then stays listed until the complaint has been closed. This is supported by notifications within isoTracker, by email to the concerned individuals and supported by reminders. Finally, aging day reminder emails can be set to be automatically sent to a complaint's assigned administrator, further ensuring that it is not forgotten.

Q. How can I categorize a cusdocumenttomer complaint?

When a complaint is registered it is categorized by complainant, by subject, by type, by severity, by status and by person assigned to resolve the complaint. The complaints can then be searched and listed on any combination of these categories. All category titles can be modified to reflect more commonly used terminology.

Q. Can I keep the complainant informed of progress?

Yes. Email templates can be pre-specified for each stage of a complaint’s life. So when a certain stage has been reached email templates for that stage are displayed and when selected can be modified and sent to the complainant’s registered email address.

Q. Can key documents relatindocumentg to a process or to a customer be attached to a complaint?

Yes. Once the complaint has been recorded key documents regarding the complaint or the customer can be selected from the Document Management and Control module as well as any external documents. So when the complaint is going through its various stages the relevant document is included in the complaint’s details and accessible by the concerned individuals when responding to specific requests.

Q. How can I ascertain that the right people are informed at the right stages in resolving a customer issue?

When a complaint goes through its various stages whether it be an Investigation, a Non-Conformance, a Corrective Action or a Preventive Action the relevant people can be assigned tasks and will receive reminders when they are late in responding to these tasks. In addition specific individuals can be informed of the complaint at any stage and can from then on access the interactive dialogue occurring in resolving the complaint.

Q. Can a Complaint be escalated to senior management?

Yes. Senior management can be informed of each complaint, if that is the way you run your business, they can also be sent an escalation notification if an assigned task has not been responded to within a specific time period.