What are the Major Challenges in Complaint Management?
Success of a business immensely depends upon how efficiently a business manages and solves customer complaints.
QualityMaster provides a comprehensive complaint management module. Be it a complaint from customer, supplier or for a product or service, QualityMaster is equipped to offer full circle of customer management from registering to finding rootcause and finally resolving it.
By digitizing the entire process, you have a central database of all data which aids you to find ways to make your work and what you offer better. Identify areas for enhancing your processes and products/services, pinpoint and eradicate the underlying causes of grievances to prevent recurring issues, address complaints proactively at their onset to prevent escalation, and ultimately enhance the company's reputation while boosting customer satisfaction and loyalty.
Take Charge of Complaints
- Register, document, and categorize complaints, designate its source, priority, and severity.
- Identify and record why complaint occurred.
- Associate the complaint with NC and CAPA, track the complaint from start to resolution.
- Assign complaint to a group or an individual, define workflows, attach reference/supporting documents and snaps of complaints.
- Add notes for detailed description of complaint.
Instil Continuous Improvement
- Identify ways to minimize complaints basis NC and CAPA and make necessary changes to minimize recurrence.
- Evaluate customer complaints based on previous records, understand the pattern, identify gaps, and rectify.
- Work in complete coordination with Training Management, SOP Management, Change Management, NC & CAPA Management and Risk Management modules.
- Evaluate effectiveness of suggested solutions.
Instil Continuous Improvement
- Identify ways to minimize complaints basis NC and CAPA and make necessary changes to minimize recurrence.
- Evaluate customer complaints based on previous records, understand the pattern, identify gaps, rectify.
- Works in complete coordination with Training Management, SOP Management, Change Management, NC & CAPA Management and Risk Management modules.
- Evaluate effectiveness of suggested solutions.
Get Deeper Insights
- Get overview of all complaints in dashboard, in a snap identify total number of complaints, status of complaints, number of resolved complaints etc.
- Identify patterns and severity of complaints to put more focus on most impacting areas.
- Basis various key performance indicators (KPIs) related to complaint management, identify how efficient is complaint management.
- Validate effectiveness of actions taken to mitigate complaints.
Benefits of Complaint Management System
The following range of beneficial gains to businesses makes it the top industry pick:
- Establishes a proper system to address complaints
- Presents apt and adequate information related to any query
- Adds to your accountability of handling issues
- Avoids repetition of processes
- Saves time and resources
- Helps win new customers and increase retention
- Creates a customer-focused environment
- Helps stay ahead of the competition
