Visionary organizations are realizing that handling and resolving product quality issues reported by customers in a consistent and predictable manner is important for customer loyalty and repeat sales. A systematic approach towards customer complaint management also generates ideas for product enhancements and new products, thereby ensuring ongoing success. Moreover, companies regulated by the FDA or adopting standards such as ISO 9000 need to comply with well-defined guidelines on recording complaints, responding to them, and resolving them effectively.
Detailed Issue Recording: The MetricStream solution enables companies to record and define quality problems reported by customers in measurable and specific terms. The solution also supports capturing of details such as product identification markings and event environment for comprehensive investigation and reporting.
Benefits of MetricStream Complaint Management Solution
Streamlined Corrective Actions: The MetricStream solution allows teams to collaborate on the development and implementation of corrective action plans for customer complaints. The solution enables triggering of CAPAs, root cause analyses, assigning of follow up actions, and effective tracking of complaint cases from initiation to closure.
Real-time Issue Tracking: The MetricStream solution allows tracking of customer issues and complaints in real-time. It provides complete visibility into the customer complaints lifecycle with comprehensive aggregate reporting as well as individual case status tracking. Graphical executive dashboards and flexible reports with drill-down capabilities provide complaint statistics and data by a variety of parameters such as by status, category, priority, and action type.
Product Changes: The MetricStream solution automates review and approval workflows for product changes, and standardizes processes for initiating and communicating those changes. It allows systematic decision-making and timely communication of information to all affected customers as well as internal groups.
Industry Standard Reporting: MetricStream supports automated report creation in industry standard formats. This eliminates the manual effort and long cycle-times involved in consolidating data and information for external reporting. The solution also supports the generation of investigation and corrective action reports in customer mandated formats and file types. Examples of such reports include 8-D reports for issue resolution processes and adverse events, and reports for compliance with FDA's reporting regulations.