A complaint management system is a software solution designed to help organizations manage customer complaints efficiently and effectively. It is a part of customer relationship management (CRM) and quality management systems. The system allows organizations to receive, record, manage, and resolve customer complaints in a timely and consistent manner. It also provides a platform to analyze the complaints data and identify trends to improve customer satisfaction and product quality. The goal of a complaint management system is to enhance customer loyalty, brand reputation, and compliance with regulatory requirements.
Selecting a Complaint Management System
- User-friendliness: The system should be easy to use and navigate for all users, from customer service representatives to managers.
- Customization: The system should be customizable to meet the specific needs of your business, including the ability to add fields, forms, and reports.
- Integration: The system should integrate with other software applications used in your organization, such as your customer relationship management (CRM) system or enterprise resource planning (ERP) system.
- Compliance: The system should comply with relevant regulatory requirements, such as FDA regulations for medical devices.
- Reporting: The system should offer robust reporting capabilities, with the ability to generate reports on demand or on a regular schedule.
- Security: The system should have strong security features to protect confidential information and prevent unauthorized access.
- Scalability: The system should be able to grow with your business and accommodate an increasing volume of complaints.
- Support: The system vendor should offer reliable technical support and training to ensure that your team can effectively use the system.
Implementing a Complaint Management System
- Define the Scope and Objectives: Start by defining the scope and objectives of the complaint management system. This will involve identifying the types of complaints that the system will handle, the stakeholders who will be involved, and the desired outcomes.
- Develop a Complaint Management Plan: Create a plan for how you will implement the system. This should include the project timeline, roles and responsibilities, communication plan, and training plan.
- Choose a Complaint Management Software: Choose a complaint management software that meets your organization’s needs. Consider factors such as functionality, user-friendliness, customization options, and cost.
- Configure the Software: Configure the software to meet your specific needs. This will involve setting up workflows, forms, and reports.
- Train Users: Train all stakeholders who will be using the system, including employees, customers, and suppliers. Ensure that they understand how to use the system and are comfortable with its functionality.
- Test the System: Test the system thoroughly to ensure that it is functioning as expected. This should include testing all workflows, forms, and reports.
- Launch the System: Once the system has been tested and all stakeholders have been trained, launch the system. Ensure that all stakeholders are aware of the launch date and have access to the system.
- Monitor and Evaluate the System: Monitor the system to ensure that it is meeting your organization’s needs. Evaluate the system periodically to identify areas for improvement and make necessary changes.
QIT Complaints Management Software is an affordable customer complaint management solution to track customer complaints, issues and events. Just follow the built-in process, you can successfully implement a Complaint Management System in your organization.
- Web-based complaints and issues tracking
- Fully integrated with QIT CRM module and quality modules
- Perfect for service complaints, field service, help desk, and/or Customer Relationship System
- Built-in problem-solving tools, corrective action management tools and root cause analysis tools
- English, Chinese, Spanish, French and Arabic
- Recognized and used by the certification body
A Complaints Management Software that Transforms Complaints to Improvement Initiatives
- Capturing customer complaints, nonconformance and internal concerns from around the world
- An ideal solution for Manufacturing, Automotive, OEM/ODM, Part 11, and Service industries
- Collaborating customers, suppliers, departments, and divisions
- CAPA, SCAR, Customer Complaints, Nonconformance, Project Management, Audit Management and Reject/Deviation modules are available
Improve Productivity and Reduce Cost
- Improving productivity by 80%, and reducing operating cost by 24% in the first year and 72% thereafter (comparing to a manual system. Details please refer to ROI Analysis)
- Highly configurable and can be customized to meet the needs of any organization in any industry
- A workflow-driven product to help you streamline your business processes
Increase Customer Satisfaction
- Reducing response time – submitting data and communicating online
- Helping managers quickly identify key issues and resolve problems at the root
- A true closed-loop system that equips with built-in problem-solving tools, corrective action management tools, root cause analysis tools and action effectiveness review features
Customizable and Easy to Implement
- Flexible and customizable
- Workflow driven solution
- Hosting on your own server or on QIT’s secured server (SaaS)
- Multi-language user interface (English, Chinese, Spanish, French and Arabic)
- We will work with each new client to customize forms and reports
60-Day Money-Back Guarantee
We are confident to provide the best quality software products that will bring you value more than you paid for it. If however, you are not satisfied for any reason, just contact us within 60 days of purchase, and we will refund you the full value of the purchase. No questions asked.
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“Your product has helped us locate areas that need improvement!” – Michelle