Sample Customer Complaint

Sample customer complaints aren't hard to find. You've probably got a few sample customers complaints on record within the archives of your own company. When faced with a customer complaint how quickly should a high-tech company resolve the issue? The answer of course is as quickly as possible.

A sample customer complaint may say something like "I've supported your company throughout the years but the most recent delivery of product "A" was a disaster. Not only were various product parts faulty but the delivery was late," or another possible sample customer complaint: "We said we wanted 500 of product "A" and you're still delivering product "C" two months later."

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Sometimes sample customer complaints address communication issues. For example: "Your employees did not communicate effectively or honestly regarding..." or "Your marketing materials led me to believe that I would receive more than has been delivered." These and all additional sample customer complaints are reminders that no company is perfect. However, every company and especially high-tech companies should strive for perfect response to those customers who support their company structure. From the most serious to the "trivial," every customer complaint needs to be addressed. How is it possible? The answer lies in customer complaint automation.

How can MasterControl Customer Complaints Software Benefit You?

MasterControl Customer Complaints™ software is a complete and easy-to-use solution that helps manufacturers in the high tech sector automate complaint handling, integrate it with the quality system, and manage complaint resolution more effectively. Here's how it can answer key challenges in the customer complaint process:

Paper-based Customer Complaints Handling Challenges		MasterControl Customer Complaints Paperless Software Solution
Different Sources In a manual customer complaint system, customer complaints may come from different sources (e-mail, phone, fax, letters, corporate website, sales reps, etc.). These complaints may languish in someone's inbox, especially if there is no formal and standard procedure for processing them. Without a cohesive structure that captures complete information in a timely manner, it is almost impossible to formulate a strategy for complaint resolution.		Centralized Source MasterControl Customer Complaints software provides a secure and centralized customer complaint system for receiving customer complaints and storing all subsequent documentation pertaining to investigation and correction of the problem. A single, cohesive system makes search and retrieval of complaints and related data easy. The solution offers the capability to formalize and standardize complaint handling through a simple three-step process. MasterControl is Web-based, so customers can log complaints from virtually anywhere.
Disconnected Processes When a company uses different tools that are not connected and a follow up is not recorded through customer complaint, tracking complaints and follow-up work can be a major obstacle. If there is no standardized response to complaints, the required documentation may fall through the cracks and correction of the problem, delayed.		Connected Software System MasterControl connects the customer-complaint process to the rest of the quality system, providing links to corrective actions and adverse-event handling. Via an external link, customers can integrate MasterControl Customer Complaints with other computer systems. For example, a link can be provided on a company Web site, within a CRM application (or any application that supports URL links), so employees, customers, or partners can easily initiate a customer complaint. Connectivity with the customer complaints will help managers track a complaint from initiation to completion and give them the ability to proactively improve the complaint-handling process.
Unwarranted Legal Exposure In a manual system, record keeping may be inadequate for the purpose of answering a product liability lawsuit. Managers don't have the ability to track complaints and see the compliance program as a whole, both of which are essential in developing a strategy for preventing unwarranted legal exposure.		Controlled Legal Exposure MasterControl's cutomer complaint software provides advanced reporting capabilities for real-time view of the state of a company's compliance. It allows continuous monitoring and promotes improvement, both of which can help increase a company's readiness to answer any possible lawsuit. A controlled record-keeping environment that shows how complaints are investigated and addressed may help reduce legal exposure.
Inefficient Complaint Process A manual system is plagued by bottlenecks: misplaced or overlooked complaints coming from disparate sources, incomplete information, lack of follow up, and inadequate response. All of these can result in delayed complaint resolution.		Efficient Complaint Process MasterControl will reduce the life cycle of the complaint process by streamlining different steps and consolidating different sources under a single platform. It provides a customizable form that captures all necessary information, provides automatic follow-up via e-mail notification, and incorporates escalation to ensure timely response.

Features of Customer Complaint Software

MasterControl Customer Complaints is a robust software solution that manages complaint handling more efficiently and effectively with the help of the following features:

Simple Three-Step Process - This best-practice process is incorporated in a pre-configured, multi-page customer complaint form that starts with the processing of a customer complaint by the coordinator/manager, automatically moving to the internal investigation step (conducted either by an expert or a team of experts), and culminating with a resolution of the issue as approved by the appropriate manager. Additional forms can be customized according to a company's special needs.

Compliant System - 21 CFR Part 11 requires an audit trail as a key control in making electronic records reliable. MasterControl maintains a secure, time-stamped audit trail that documents the identity of anyone who creates, modifies, or deletes an electronic record (such as a customer complaint file), when the action occurred, and the changes made to the record. MasterControl meets FDA requirements for electronic signature and software validation witht he help of its sample customer complaint form. It facilitates compliance with regulatory standards such as ISO 9000, ISO 14000, and ISO 13485.

Analytics and Reporting Tool - MasterControl's advanced reporting capabilities increase management oversight and demonstrate appropriate controls to regulatory agencies. The solution includes the following customizable reports:

• Complaint summary
• In-process customer complaints
• Complaints categorized by type, product, and department
• Trending categorized by complaint type, product, and department

CAPA Integration - MasterControl gives you the option to integrate customer-complaint handling with the corrective and preventive action CAPA process to automatically escalate any serious quality problem.

Sustained Compliance - ISO and FDA-regulated companies cannot ignore customer complaints. They are the ultimate indicators of product/service quality. Every complaint has to be properly evaluated, investigated, and the situation, corrected. MasterControl customer complaints is designed to streamline and simplify the complaint process, foster efficiency throughout the enterprise, and keep compliance costs down. MasterControl will not only help you attain FDA and ISO compliance, but sustain it year after year. With MasterControl, you can count on a partner that will support your compliance efforts over the long haul.

For More Information on Customer Complaint Software

If you would like to learn more about the customer complaint form from MasterControl, feel free to contact a MasterControl representative.