Customer Management
Customer Communication & Survey Management:
Also known as Customer Management, Customer Complaints, Customer Issue Tracking, Suggestion Management, Help Desk, Customer Surveys, Voice Of The Customer
Tracks all communications with customers, including email messages, phone calls, complaints, suggestions, etc. After review escalate Complaints to nonconformance. Manage customer requests and determine if needs and requests are being fulfilled via customer surveys.
CUSTOMER
FUNCTIONS
- Master Enterprise Customer List (integrated with ERP)
- Master Enterprise Customer Contacts Rolodex
- Complete Communication Log - Complaints, Questions, RFQ’s, Suggestions
- Problem Resolution Reporting
- Contract Review Records
- Customer Surveys / Audits
- Customer Scorecards Tracking
PROBLEMS SOLVED
- Inability to keep a centralized list of the main customer contacts, phone numbers, emails, etc
- Poor Response To Customer Complaints
- Mixed Messages to Customers
- Communications Lost In Emails
- Unable To Determine Customer Response Times And Effectiveness
- Lost Sales From Dissatisfied Customers
FEATURES / BENEFITS
- Faster Response Time To Customers
- Less Waste In Looking For Customer Information
- Higher Customer Satisfaction
CUSTOMER - Complaints
FUNCTIONS
- Automated Complaint Handling Task Assignment
- Initiation, Product, Complaint, Evaluation, Cause / Corrective Action, Review / Approval & Closure Screens
- On-line Electronic Review / Approval
- Multiple User Defined Codes for Cause, Corrective Action, Evaluation, Patient, Product, etc.
- Complaint Action History
- Integrated with Closed Loop Corrective Action Module
- Integrated with Non-conformance Module
- On-line Pareto Charting of Complaint Related Codes
PROBLEMS SOLVED
- Manual Complaint Form Generation
- Minimized Data Input
- Customer Complaint Handling Integrated into Quality Process Workflow
- Automatic Notification of Complaint
- Centralized Collection / Storage of All Data Relative to the Customer Complaint, Corrective Action Process and Complaint Resolution
- User Configurable Complaint Types
- Real Time Data Collection with Preset Default Inputs
- Comprehensive Complaint Action History
FEATURES / BENEFITS
- Real Time Data Input - Real Time Complaint Analysis Capability
- Default Data and/or Code Setup Capability - minimizes Data Input Requirements and assures use of consistent codes
- Minimizes Data Input Requirements and assures use of consistent codes
- Multiple User Defined Complaint Types - highly Configurable User Defined Complaint Types
- Integrated with Non-conformance System - provides Linkage of Complaint to Non-conformance Record, If Desired
- Integrated with Corrective Action System - Provides Linkage of Complaint to Formal Corrective Action Record, If Desired
- Automatic Baseline Reporting Notification - Eliminates Missed Baseline Reporting Requirement
- Eliminates Missed Baseline Reporting Requirement
- E-Mail Notification of Required Actions - eliminates Phone Calls and Reduces Cycle Time
Description: