Complaints Management App
The MetricStream Complaints Management App provides a unified system to manage, investigate, and track customer complaints across the enterprise. The App captures complaints data from multiple sources such as emails and online portals, and then triggers a streamlined process of investigation, root cause analysis, and internal or supplier Corrective and Preventive Action (CAPA). At each stage, you are provided real-time visibility into the status of complaints, along with trend analytics to identify and address product and service failures and areas of improvement.Download Datasheet
Captures comprehensive complaint details from phones, emails, and online sites; supports complaint categorization; routes complaints for investigation to the responsible department and supplier; keeps process on track through automated alerts
Facilitates cross-functional collaboration on complaint investigations and root cause analyses; helps assign investigation tasks, and define due dates; routes investigation findings and action plans to complaints managers for review
Sends automatic notifications to appropriate personnel to initiate remedial action; captures remediation activities through audit trails; enables action owners to periodically provide remediation status updates
Provides visibility into the complaints lifecycle through aggregated reporting and individual complaint tracking capabilities; helps identify trends and common sources of complaints; delivers complaint statistics and trends based on multiple parameters
- Leverage a common platform to capture, manage, and resolve enterprise-wide customer complaints
- Automatically aggregate and consolidate complaints from multiple sources such as emails, websites, and hotlines
- Improve complaint management efficiency by streamlining and automating workflows
- Capture a timely, enterprise-wide view of complaints. Proactively address and minimize product and service issues
- Strengthen communication and collaboration on complaints management across business functions
- Enhance compliance with customer complaint management regulations and standards from the FDA, ISO, and other authorities
"With MetricStream, we have established a more integrated and streamlined issue management program, which has helped us become more agile and efficient in our response to issues, and areas of risk. Today, we can ensure that all issues are being addressed effectively, completely, and in a timely manner. We have the added visibility of understanding which issues and risks require greater focus and resources. All of this has been instrumental in furthering our commitment to customer satisfaction, risk management, and regulatory compliance.”
MetricStream Complaints Management Software Solution
In today’s hyper-connected world, a single customer complaint about a company’s products or services can go viral on social media, damaging the company’s brand and reputation, while often resulting in regulatory penalties from authorities such as the FDA. Timely and effective complaint resolution is therefore critical.
The MetricStream Customer Complaints Management System accelerates the process of complaint recording, investigation, management, and tracking. The system enables an automated, streamlined, and collaborative approach to complaints management, thereby minimizing redundancies, and speeding up complaint resolution. It also provides a 360-degree, in-depth view of complaints and trends, so that you are able to respond swiftly, and minimize the recurrence of complaint issues.