Demo: MasterControl Customer Complaints Management Software
A single, cohesive system simplifies the search and retrieval of complaints and related data. A software solution—as opposed to a paper-based system—offers the capability to formalize and standardize complaint handling through a simple web-based process, so customers can log sample customer complaints from virtually anywhere. And complaint handlers can manage those complaints from any location with internet access as well.
Integration
An automated system connects the customer complaint process to the rest of the quality system and should provide links to corrective actions and adverse-event handling tools. This connectivity with the sample customer complaints helps managers track a complaint from initiation to completion. With an effective electronic system, a link can be provided on a company website within a CRM application (or any application that supports URL links), so employees, customers, or partners can easily initiate a customer complaint. Connectivity with these sample customer complaints will help managers track a complaint from initiation to completion and give them the ability to proactively improve the complaint-handling process.
Efficiency
A manual system is plagued by bottlenecks: misplaced or overlooked complaints coming from disparate sources, incomplete information, lack of follow up, and inadequate response. All of these can result in delayed complaint resolution. Electronic systems that are dedicated to the management of sample customer complaints reduce the life cycle of the complaint process by streamlining processes and consolidating different sources under a single platform. Some electronic systems provide customizable forms that capture all essential information, feature automatic follow-up email notifications, and incorporate escalations to ensure timely responses.
Mitigation
Customer complaint software can give a company advanced reporting tools that provide a real-time view of the state of the company's compliance. With continuous monitoring capabilities, an organization can be prepared to respond to any potential lawsuits. A controlled record-keeping environment that shows how complaints are investigated and addressed may help reduce legal risks.
