Customer Complaint Management System

Customer complaint management software helps regulated companies reduce complaint resolution time.

As they say, the customer is always right. In regulated environments, the motto takes on a new significance. The stakes are higher when complaints come from adverse events or safety issues. For this reason, many regulated companies are switching from legacy systems to fully automated complaint management systems.

Product Data Sheet

MasterControl Customer Complaints™

Product Videos

Hundreds of companies around the world use MasterControl to automate core business processes and document management activities to promote collaboration, improve decision making, and accelerate time to market.

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Demo: MasterControl Customer Complaints Management Software

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Creating a Paperless Process Using MasterControl

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How MasterControl Makes Your Job Easier

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How a Software QA Manager Uses MasterControl

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Product Data Sheet: MasterControl Customer Complaints™
White Paper: Complaint Handling as an Integral Part of FDA and ISO Compliance White Paper: Foolproof Investigations: A Proven Approach for Root Cause Analysis in a Regulated Environment

Complaint Management System Features

A robust solution for optimizing complaint management

Ease of UseMasterControl Customer Complaints is an easy-to-use software solution for automating paper-based complaint management systems. A cloud infrastructure means your system will be up and running immediately.
Best-Practice FormsMasterControl helps ensure compliance by providing best-practice forms and a complaint management process designed to address FDA, ISO and other regulatory requirements.
Centralized LocationMasterControl provides a centralized location for all records related to complaint management and other quality processes. End users will be able to retrieve information from a single location. During audits, all relevant information will also come from one place, making the process faster.
Connected PlatformAn integrated platform like MasterControl connects complaint management to document control, CAPA, training control and other quality processes for a seamless compliance effort.
Powerful AnalyticsA powerful analytics and reporting capability allows stakeholders to leverage quality data in making decisions, understanding trends and predicting outcomes.
Best-Practice ProcessesWith MasterControl, risk management is built into best-practice processes to help companies evaluate and mitigate risks that impact product quality.

Challenges	MasterControl Solutions
Inefficient It takes longer to gather customer complaints using paper forms. Manual data entry is also prone to errors. All of this can cause delays in disposition of complaints.	Efficient MasterControl’s customer complaint management software greatly increases efficiency by automating the entire process, beginning with the collection of complaints from various channels through the resolution of incidents.
Lack of Standardization Complaints may come from paper forms, phone calls, email messages and social media. The lack of a standard procedure for capturing and resolving complaints makes it more difficult to comply with required documentation.	Standardization MasterControl standardizes complaint management with best-practice forms and workflow that will guide users throughout the process. Standardization makes it easier for everyone in the organization to comply with requirements.
Lack of Connectivity In a manual system, customer complaint management is not integrated with the corrective action and preventive action (CAPA), nonconformance, audit and other quality processes. The lack of connectivity can cause delays in addressing complaints and requires extra vigilance on the part of stakeholders.	Connected Processes MasterControl provides an integrated platform that connects the complaint management system with CAPA for a seamless escalation if necessary. The connectivity makes it easier to see if the complaints have correlation to nonconformances or other quality events.
Lack of Transparency Tracking down customer complaints in paper forms and those coming from social media or a corporate website is harder when the information is not transparent. Likewise, paper documents are not readily visible or accessible during an audit.	Increased Transparency MasterControl makes the complaint management process transparent to users and auditors alike. The system’s dashboard, audit trail and reporting capability make quality data accessible and easier to use.

Challenges

MasterControl Solutions

Inefficient

It takes longer to gather customer complaints using paper forms. Manual data entry is also prone to errors. All of this can cause delays in disposition of complaints.

Efficient

MasterControl’s customer complaint management software greatly increases efficiency by automating the entire process, beginning with the collection of complaints from various channels through the resolution of incidents.

Lack of Standardization

Complaints may come from paper forms, phone calls, email messages and social media. The lack of a standard procedure for capturing and resolving complaints makes it more difficult to comply with required documentation.

Standardization

MasterControl standardizes complaint management with best-practice forms and workflow that will guide users throughout the process. Standardization makes it easier for everyone in the organization to comply with requirements.

Lack of Connectivity

In a manual system, customer complaint management is not integrated with the corrective action and preventive action (CAPA), nonconformance, audit and other quality processes. The lack of connectivity can cause delays in addressing complaints and requires extra vigilance on the part of stakeholders.

Connected Processes

MasterControl provides an integrated platform that connects the complaint management system with CAPA for a seamless escalation if necessary. The connectivity makes it easier to see if the complaints have correlation to nonconformances or other quality events.

Lack of Transparency

Tracking down customer complaints in paper forms and those coming from social media or a corporate website is harder when the information is not transparent. Likewise, paper documents are not readily visible or accessible during an audit.

Increased Transparency

MasterControl makes the complaint management process transparent to users and auditors alike. The system’s dashboard, audit trail and reporting capability make quality data accessible and easier to use.

The QMS Provider for the FDA

MasterControl Inc. and its partner, i4DM, are expanding their FDA project, serving as the QMS providers for a second FDA division. The two companies have been the QMS providers for the FDA's Office of Regulatory Affairs since 2009. Now they will also serve as quality providers for the Division of Pharmaceutical Analysis, which is part of the FDA's Center for Drug Evaluation and Research.

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