Complaint & Incident Mgmt

Competitive and regulatory pressures are forcing organizations to change the way they respond to, manage and report customer complaints.  IQS' Complaint Management System solution offers comprehensive resolution for managing complaints from customers and channel partners. Real-time visibility provided by IQS' customer complaint software enables organizations to track each complaint through its lifecycle, from recording and initiation through investigation, reporting, and closure -- meticulously following the appropriate process to ensure that nothing is overlooked.

The powerful analytics and reporting capability of the Complaint Management System, with easy-to-read graphic dashboards, helps managers to perform trend analysis and spot recurring problems to quickly drive root-cause analysis. Based on a complaint, managers can systematically trigger internal or supplier corrective and preventive actions (CAPAs). Using the IQS complaint handling software, organizations are able to enhance customer satisfaction and retention through improved responsiveness. Rigorous customer complaint management also ensures continuous improvement and regulatory compliance.

Complaint Recording and Routing:

The Complaint Management System solution provides customer service representatives and managers with tools to initiate a complaint for a product or service from multiple sources, including; phone, fax, email, or the Web. 

• Capture all crucial details and parameters about the product or incident.  Based on data entered, the intuitive system guides the user by dynamically enabling, disabling, mandating, or defaulting fields. 
• Ensure efficiency and accuracy of information entry by using the drop-down menus, logical validations, and auto-fill capabilities provided.
• Automatically route each case for investigation, response, and reporting, based upon complaint parameters. 
• Notificaty relevant departments and personnel and trigger escalation based on severity and priority.