Complaints Management

Competitive and regulatory pressures are forcing organizations to change the way they handle, manage, respond to, and report customer complaints. MetricStream Complaints Management software solution is a comprehensive solution for managing complaints from customers and channel partners. The real-time visibility provided by the customer complaint software enables organizations to track each complaint through its lifecycle from recording and initiation to investigation, reporting, and closure - following the appropriate process to ensure that nothing slips through the cracks.

The powerful analytics and reporting capability of the Complaints Management System, with graphical dashboards helps managers to perform trend analysis and spot recurring problems to drive root cause analysis in a timely manner. Based on a complaint, managers can also trigger internal or supplier corrective and preventive action (CAPA). Using the MetricStream complaint handling software solution , organizations can increase customer satisfaction and retention through improved responsiveness. Rigorous management of customer complaints also drives continuous improvement and regulatory compliance.

Complaint Recording and Routing: The Complaints Management solution enables customer service representatives and complaint managers to initiate a complaint for a product or service coming from multiple sources like phone, fax, email, or the web. All crucial details and parameters about the product as well as the incident are captured. The system guides the user by dynamically enabling, disabling, mandating, or defaulting fields based on data being entered. Drop-down menus, logical validations, and auto-fill capabilities boost efficiency and ensure accuracy of information. Depending on the complaint parameters, it the case is automatically routed for investigation, response, and reporting. Notifications are sent to relevant departments and personnel and escalation mechanism is triggered based on severity and priority.

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Investigation and Response: Complaint investigation is driven by collaborative workflows that ensure responsiveness by assigning investigative tasks to an individual or a team with due dates based on complaint severity level. References to information on product samples, test protocols, and related incidents support effective root cause analysis that can be entered as standard codes for problem, evaluation, and conclusion. The investigation response with the proposed action plan is routed to complaints manager for review and implementation. Failure to complete the investigation in time leads to escalation.

Regulatory Reporting and Submissions: Embedded best practices for pharmaceutical and medical device industry combined with decision tree functionality support s identification of reportable events as well as the type of report (5-day, 30-day, etc.) that needs to be filed. The process of reporting is simplified as the system automatically generates mandatory reports in formats and layouts prescribed by the FDA and other regional regulatory agencies (for example, MedWatch Form 3500A, Baseline Report Form 3417, Adverse Event Reporting). The reports are generated in standard file types such as MS Word and can be further worked on before being submitted to the agency.

Reports and Metrics: The Complaints Management solution provides complete visibility into the complaints database and lifecycle with comprehensive aggregate reporting as well as individual case status tracking. Ability to associate various complaint types for spotting trends and common sources of complaints ensure timely preventive actions. Graphical executive dashboards provide statistics and data by a variety of complaints parameters, such as type, products, and status, due dates, closure times, plants, region, and lots. Unique drill-down capability takes the user to the finest level of detail to see the underlying data. The system provides quick access to graphical scorecards or tabular data that can be easily exported in industry standard formats and layouts.