Customer complaints are inevitable in any kind of business. Managing complaint tracking is required by various regulations and standards, including international standards such as those delineated by ISO 9000. ISO 9000 quality standards require companies to review feedback from customers, especially complaints. ISO 14000 standards require continuous improvement and regular evaluation of the environmental management system, both of which are better achieved with an effective customer complaint tracking system and automated complaint tracking.
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It can be difficult to manage customer complaint tracking when complaints are recorded on paper and received from various sources (e.g, phone, email, online, etc.) MasterControl offers customer complaint tracking software to streamline these processes electronically so customer complaints are always resolved and are secure and inaccessible by employees who aren't authorized to access them.
MasterControl's software suite collects and securely stores all documentation pertaining to the complaints a company receives. It also tracks the resolution of the complaint and any associated documentation.
It also simplifies search and retrieval of complaint data. Customer complaints can be easily integrated with other quality modules such as CAPA, Training, etc. Because the quality system from MasterControl is web-based, authorized users can access and process complaints from any location.
For most regulated industries it is essential to manage complaint tracking appropriately. Regulatory infractions may cost manufacturing companies up to millions of dollars. MasterControl's tracking system offers a complete solution and is easy to use. It helps companies from a variety of industries including pharmaceutical, medical device, blood and biologics, food and safety, clinical laboratories, aerospace, and more to 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:
Customer Complaints Handling Challenges
MasterControl Customer Complaints Software Solution
In a manual customer complaint tracking system, customer complaints may come from different sources (e-mail, phone, fax, letters, corporate Web site, 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.
It provides a secure and centralized platform for receiving customer complaints and then tracking 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 and customer complaint tracking through a simple three-step process. MasterControl's customer complaints tracking software is web-based, so customers can log complaints from virtually anywhere.
When a company uses different tools that are not connected, tracking complaints and follow-up work can be a major obstacle. If there is no standardized response to complaints and no proper availability of customer complaints tracking system, the required documentation may fall through the cracks and correction of the problem, delayed.
Connected Software System
MasterControl's customer complaints tracking software 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 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. Without a customer complaints tracking system, 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 provides advanced reporting capabilities for real-time view of the state of a company's compliance. The customer complaints tracking software 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
Customer complaints tracking software by MasterControl will reduce the life cycle of the complaint process by streamlining different steps and consolidating different sources of complaints 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.
MasterControl customer complaints tracking software 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 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 within the customer complaints tracking software 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. It facilitates compliance with regulatory standards such as ISO 9000, ISO 14000, and ISO 13485.
Analytics and Reporting Tool - MasterControl's advanced reporting capabilities available in the customer complaints tracking systems increase management oversight and demonstrate appropriate controls to regulatory agencies. The solution includes the following customizable reports:
CAPA Integration - MasterControl's customer complaint tracking software 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 - 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 tracking system 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 about complaint handling or customer complaint tracking software systems, please feel free to contact a MasterControl representative.