Customer Complaint Software
Marci L. Crane
September 25, 2009
In most industries customer complaints management is considered an important aspect of a company´s quality system. Customer complaint software is designed primarily (in its simplest form) to automate processes associated with basic customer complaint management. For example, customer complaints in many companies are received via email, phone, fax, letters, etc. but can be more effectively received and managed via a centralized platform that allows users to receive customer complaints and store any related documentation in a secure environment. Once customer complaints are received electronically, they can be organized, archived and resolved (according to specified priorities) in a digital environment. Why would a company not invest in a customer complaint software solution? Probably because they are invested in paper; customer complaint management concepts are simple but they often run awry when 1) customer complaints are managed via paper-based systems and 2) when the customer complaint software is not properly integrated with a document control/quality management system.
Getting Rid of the Paper
Today, it´s popular to "go green" but going green is only one reason for considering an "x-nay" on the papier (i.e, Fr. for paper). Paper slows processes in a tremendous way. Not only is it expensive (consider long term costs) but it´s easy to lose, takes time to route from office to office and doesn´t provide a high level of security. It also can be accessible to the wrong people AND to the right people at the wrong time. Paper is also virtually impossible to track and if it were by some amazing coincidence able to be tracked it would require far too much time to allow for efficiency. Honestly, it would seem that there are at least ten factors that can go wrong at any given time with any given document which leaves ambitious companies wondering how they ever lived without one. A customer complaint software solution that manages and routes complaints electronically and allows managers and executives to make approvals quickly (with digital signatures) not only prevents product error but also saves time for value-added activities now—when companies need it.
Document Control
Customer complaints software must have document control capabilities and may also be a part of a larger document control system. If it is a part of a larger document control system, that system should provide high-level securities, archival, and routing processes that can be customized to meet the needs of a company´s quality documentation processes.
Quality Management System
One of the most valuable aspects of customer complaints software is when it can be implemented effectively with a CAPA solution and other solutions related to quality management, including, but not limited to, audit management, change control management, deviations management and even bill of materials management. For example, all complaints should be funneled (by priority level) through a CAPA "preliminary." If those complaints meet specified characteristics or levels of priority they should then be automatically entered into the CAPA system where automated updates will remind quality professionals of the need to meet certain deadlines. The CAPA solution should also provide CAPA forms (these should be quite lengthy if they are going to be thorough enough) that guide and direct users through the CAPA process. Today, finding and solving CAPAs is becoming more of a science than an art since manufacturers have found that relying more on process and correct queries (can be provided with CAPA forms with some solutions) is more effective than trying to hire the person with the most "CAPA experience."
Customer Complaints Management in the Critical Industries
Within certain industries, managing customer complaints is especially critical. Within companies that adhere to ISO standards, to additional manufacturing standards or to FDA or CLIA regulations customer complaints management--if required for certification and electronic customer complaints management--is far more successful and far less expensive (in the long run) that it´s paper-based counterpart.
Marci Crane is the Lifeline Publications Editor for MasterControl, Inc. in Salt Lake City, Utah. For more information regarding customer complaint software, document control software, and quality management systems, please feel free to contact a MasterControl representative.
Getting Rid of the Paper
Today, it´s popular to "go green" but going green is only one reason for considering an "x-nay" on the papier (i.e, Fr. for paper). Paper slows processes in a tremendous way. Not only is it expensive (consider long term costs) but it´s easy to lose, takes time to route from office to office and doesn´t provide a high level of security. It also can be accessible to the wrong people AND to the right people at the wrong time. Paper is also virtually impossible to track and if it were by some amazing coincidence able to be tracked it would require far too much time to allow for efficiency. Honestly, it would seem that there are at least ten factors that can go wrong at any given time with any given document which leaves ambitious companies wondering how they ever lived without one. A customer complaint software solution that manages and routes complaints electronically and allows managers and executives to make approvals quickly (with digital signatures) not only prevents product error but also saves time for value-added activities now—when companies need it.
Document Control
Customer complaints software must have document control capabilities and may also be a part of a larger document control system. If it is a part of a larger document control system, that system should provide high-level securities, archival, and routing processes that can be customized to meet the needs of a company´s quality documentation processes.
Quality Management System
One of the most valuable aspects of customer complaints software is when it can be implemented effectively with a CAPA solution and other solutions related to quality management, including, but not limited to, audit management, change control management, deviations management and even bill of materials management. For example, all complaints should be funneled (by priority level) through a CAPA "preliminary." If those complaints meet specified characteristics or levels of priority they should then be automatically entered into the CAPA system where automated updates will remind quality professionals of the need to meet certain deadlines. The CAPA solution should also provide CAPA forms (these should be quite lengthy if they are going to be thorough enough) that guide and direct users through the CAPA process. Today, finding and solving CAPAs is becoming more of a science than an art since manufacturers have found that relying more on process and correct queries (can be provided with CAPA forms with some solutions) is more effective than trying to hire the person with the most "CAPA experience."
Customer Complaints Management in the Critical Industries
Within certain industries, managing customer complaints is especially critical. Within companies that adhere to ISO standards, to additional manufacturing standards or to FDA or CLIA regulations customer complaints management--if required for certification and electronic customer complaints management--is far more successful and far less expensive (in the long run) that it´s paper-based counterpart.
Marci Crane is the Lifeline Publications Editor for MasterControl, Inc. in Salt Lake City, Utah. For more information regarding customer complaint software, document control software, and quality management systems, please feel free to contact a MasterControl representative.