Qualityze’s Customer Success Strategy Shines in FeaturedCustomers Report
[Tampa, Florida, April 26, 2023] Qualityze, a leading provider of cloud-based quality management software, has been named a Rising Star in the 2023 Customer Success Report by FeaturedCustomers, a top reference platform for B2B software and services. The Rising Star award is given to vendors that have recently joined the FeaturedCustomers platform and have already […]
Complaint Management: Transforms Customer Complaints into Growth and Improvement Opportunities
“As a business owner, manager or senior executive, whether you are selling a product or providing the services, it is likely that you will receive customer complaints. Failing to manage these complaints can have a negative impact on your brand reputation, customer relationships, and compliance with regulations. To provide excellent customer service and ensure resolution of quality issues, it is important to establish a clear and effective complaint handling process. Promptly addressing customer complaints increases customer confidence and demonstrates your commitment to their satisfaction.
Having a robust complaint management system is crucial for maintaining customer satisfaction. Qualityze Complaint Management offers a closed-loop mechanism for resolving customer issues and managing adverse events. This solution enhances your existing complaint handling process by enabling you to effectively manage the full lifecycle of customer complaints.
With Qualityze Complaint Management Software, you can simplify and standardize your processes to:
- Document Customer Issues
- Identify the Type of Compliant
- Perform Risk Assessment
- Review Device History Records
- Conduct Product Evaluation
- Perform Investigation with RCA
- Manage Customer Responses
- Implement Action Plans
- Conduct Global Regulatory Reporting and Submissions
Complaints Management Software Overview
Organizations must restructure their complaint handling, management, settlement, and reporting processes due to increasing regulatory challenges, product liability concerns, and the cost of compliance. Regulatory reporting and effective customer complaint management are crucial elements of the regulated industry. With Qualityze Complaints Management software (QCM), you can manage and implement the entire Complaint lifecycle effectively, in addition to your existing Complaints procedure. With Qualityze Complaints Management, you can effectively and efficiently:
- Accelerate Complaints Process Cycle
- Manage Complaint Documentation
- Perform PHR Review & Product Evaluation
- Perform Root Cause Investigation
- Manage Global Regulatory Reporting & Submissions
- Manage Customer Responses
- Trigger Internal Or External CAPAs
- Meet Regulatory Compliance
Customer Complaints and regulatory reporting are an inevitable part of the regulated industry. When it occurs, you should be able to document the problem quickly and clearly that can be assessed for regulatory reporting.
With the Qualityze customer complaints management software system, this can be achieved by completing the Initiation steps. Within the Initiation step, you can capture critical information such as:
- Occurrence Date
- Aware Date
- Hospital Information
- Patient Information
- Complaints Description and Complaints Code
- Complaint Owner and Others
- Product Information
- Reported Date
- Reported By
Besides this information, you have an option to create additional custom fields to capture data that your business needs. Once the record is saved, a unique number will be assigned by the system for you to keep track of the Customer Complaints.
PHR Review and Product Evaluation
Once you have documented all the complaint details, you can review the Device or Product History records for Nonconformance, CAPAs, Inspections, etc. along with the relevant information and outcomes for the potential root cause. It can provide complaint handlers valuable insight to perform a thorough evaluation and investigation.
Additionally, you can perform Product Evaluation with an inhouse sample or returned device from the customer to better understand the complaints and summarize in the evaluation report.
Reviewing and evaluating history records will help you decide whether the investigation is required.
Root Cause Investigation
The root cause investigation of Complaints plays a significant role in the functioning of the Complaints system. The extent of the investigation depends on several criteria such as criticality, risks to the patient or end-user, risks to the company, the scope of the defect, etc.
In Qualityze, you use the combination of different tasks to document the investigation result or outcome. You can perform two types of investigation to identify the cause: Customer Investigation and Product Investigation. The flexibility of the system allows you to document multiple root causes. Additionally, you can also record the results of the investigation.
Customer Investigation is related to the information that you want to collect for understanding the root cause. Product Investigation is performed internally to check for any existing nonconformance during the manufacturing process that may have contributed to the Complaints.
Triggering Internal or External Corrective and Preventive Action (CAPA)
Qualityze Complaints Management System is a robust solution that ensures the action plans are developed based on accurate, appropriate, and timely investigation reports.
Based on the root causes identified, you can develop and implement the action plans such as Risk-Based, Correction, Corrective, and Preventive to resolve the customer complaint effectively.
Right action plans can help improve product quality, making it safer and better for the intended use.
Global Regulatory Reporting and Submission
Some of the Complaints need to be reported to the regulatory agency of the country where the incident occurred. There is always a specific timeframe that needs to be followed to complete the regulatory reporting and submission. The determination of a reportable event and a timeline is based on the outcome of a decision tree.
With Qualityze issue tracking and customer Complaints management software, you can create your decision tree based on the region for the Complaints management. For a reportable event/incident, the system auto-generates a task with a timeframe auto-calculated by the system. Using the pre-configured forms provided by FDA (MedWatch FDA MDR 3500), European Medical Devices Directive (93/42/EEC) (MEDDEV 2.12-1), Health Canada (MDPR), Therapeutic Goods Administration (TGA), etc., you can quickly and promptly generate the submission report.
Managing Customer Response
Customer Response is an activity that an organization uses to respond to a customer who has filed a formal Complaint about the products or services. A timely response to the customer is very critical to show an organization’s commitment to resolving the issue.
In Qualityze, you can generate a customer letter using a predefined response template. You also have an option to update or change the model based on your organization’s requirements. Having a template provides a format, structure, and style that can be used to write a formal response to Customer Complaints.
Before closure, you can perform a final review with the Closure summary and provide the appropriate responses to the customer.
Why Complaints Management Is Important?
The effective management of customer complaints requires attention to several key factors, including timely acknowledgment, a clear resolution process, and outcomes that benefit both the customer and the service provider. To ensure successful complaint management, organizations should:
- Implement a Regulated Complaint Documentation Process
- Conduct Root Cause Investigation
- Provide Timely Responses to Customers
- Establish a Region-Specific Decision Tree
- Handle Reportable Events and Generate the Submission Reports
How does Qualityze Complaint Management Help Businesses?
Improve the efficiency and effectiveness of your customer complaints management process by streamlining it with Qualityze’s configurable workflows.
- Capture Customer Complaints
- Streamline Complaint Investigation and RCA
- Manage Customer Responses
- Triggering Internal or External Corrective and Preventive Action (CAPA)
- Simplified Global Regulatory Reporting and Submissions
- Get Greater Process Visibility to Develop Action Plan(s)
- Integrate with Existing Business Systems
- Controlled Complaint Records and Data
Capture Customer Complaints
Qualityze Complaint Management offers you the ability to effectively manage the entire complaint process cycle by creating standardized workflows. This includes capturing important information, such as the Title, Description, Occurrence Date, Awareness Date, Location, Product Information, Reported Date, Reported By, Complaint Owner, and more. Additionally, you can use the Customer Experience Type templates to establish clear workflows for the proper handling of customer inquiries, product complaints, and other adverse events.
With Qualityze, you can effectively address customer concerns and report adverse events in a timely manner, ensuring that your customer’s experience is as positive as possible.
Streamline Complaint Investigation and RCA
Qualityze Complaint Management provides the ability to review the Device or Product History records for non-conformances (NCs), CAPAs, Inspections, and other relevant details and outcomes that may help identify the potential root cause of customer complaints. This information can be valuable in conducting a thorough evaluation and investigation by complaint handlers. Additionally, product evaluations can be performed using in-house samples or returned devices from customers to gain a deeper understanding of the complaints, and the results can be summarized in an evaluation report.
Manage Customer Experiences
Qualityze Complaint Management helps perform a final review with a closure summary to provide the appropriate responses to the customer. It increases customer confidence. Having a standardized complaints management process help making customer experience delightful, providing you fantastic opportunities to grow.
With Qualityze, you can quickly track the complaints and their resolution progress to ensure that your customer experience doesn’t suffer due to delayed escalation. Always remember “A Satisfied Customer is the Best Business Strategy of All”
Align Complaint Investigation with CAPA Process
Qualityze Complaint Management allows you to perform investigation utilizing one or more investigation tools to identify potential root causes. Based on the root causes identified, you can develop and implement the action plans such as Risk-Based, Correction, Corrective, and Preventive.
Aligning complaints process with CAPA ensures that every quality issue is investigated and analyzed well to identify effective resolution. With Qualityze, this alignment process becomes even more simplified due to the user-friendly interface.
Simplified Global Regulatory Reporting and Submissions
Qualityze Complaint Management comes with a user-friendly interface. It allows you to quickly and promptly generate the submission report, using pre-defined templates for reporting complaints to the regulatory agency.
With Qualityze Complaints Management, you can meet all your business regulatory reporting requirements for the global marketplace through pre-defined templates. The templates are fully configurable to give your more flexibility to generate and submit reports to regulatory committees.
Hence, experience more flexibility to manage global regulatory reporting and submissions with Qualityze.
Get Greater Process Visibility to Develop Action Plan(s)
Qualityze Complaint Management has powerful reporting and search capabilities to provide greater visibility into complaints data, enabling your teams to make smarter and effective decisions. With Qualityze, you can get valuable insights into recurring complaints, previously reported complaints about a product, action plan(s) implemented, and much more.
The increased visibility of the complaints processes also increases management oversights and help them make critical decisions. It helps them understand the risks associated with the issues reported. Accordingly, they can align the complaints workflows and resolve the most critical complaints first.
Integrate with Existing Business Systems
Qualityze Complaint Management seamlessly integrates with all the existing business systems and third-party applications to collect data from different sources. It helps you identify effective resolutions and action plan(s).
Our solution enables you to demonstrate the commitment to increased performance, customer satisfaction, continuous improvement, and compliance.
With Qualityze, you can significantly reduce the complaints process and invest your time in core business activities.
Controlled Complaint Records and Data
Qualityze Complaint Management allows you to keep all the complaint records and the relevant action plans recorded securely stored on a centralized cloud platform. Following your complaint processes documented helps maintain compliance with regulatory standards, including FDA 21 CFR Part 11 and EU Annex 11(e.g., digital records and electronic signatures).
Qualityze automatically records all the complaints and their respective resolution activity to help your team perform analysis of complaints trends quickly, allowing them to be more productive.
Qualityze Complaint Management – Ensuring Timely Customer Response ManagementQualityze Complaint Management works for every industry, including – Manufacturing, Life Sciences, Pharmaceuticals, Medical Devices, Cannabis/Hemp/CBD, Nutraceuticals, Biologics/Biotech, Food and Beverages, Automotive, Aerospace, Defense and Logistics to manage customer responses, while showing compliance with applicable regulatory standards. Qualityze Complaint Management Solution comes with;
- Centralized Complaints Database
- Configurable Workflows
- Reporting and Dashboards
- Automated Email Approval
- Alerts and Notifications
- Seamless Integration to external systems
- Chatter, and more.
Qualityze EQMS – The Enterprise Quality & Compliance Management Platform to Manage Customer Complaints and Regulatory Reporting
Effective management of customer complaints and regulatory reporting is an inevitable part of every regulated industry. Qualityze Complaints Management helps standardize the complaints management process to make customer experience delightful. It gives you complete customer insights while helping you make significant business improvements for improved profitability, reduced costs, and enhanced customer satisfaction. With our powerful and effective complaints management solution, you can efficiently manage customer responses to ensure product quality, safety, and global compliance.
Qualityze EQMS Suite helps enterprises align their quality processes with their business objectives while mitigating operational challenges. Built on the most powerful and secure cloud platform, Salesforce.com, Qualityze provides unparalleled benefits to managing customer complaints. We empower you to optimize your quality processes by giving you control and confidence in managing your customer complaints and responses, allowing you to focus on business growth opportunities.
Qualityze prepares you to succeed with a next-generation approach to manage customer complaints in a compliant and timely manner to attain highest customer satisfaction.
Experience Qualityze Difference to Optimize Quality
Qualityze EQMS Suite enables you to maintain high quality standards while experiencing difference with:
Configurable Cloud-Based Platform
Designed on a cloud-based platform powered by Salesforce, Qualityze Complaints Management System is a best-in-class solution for the organizations to take care of their customers’ Complaints promptly. This configurable Software enables any organization to strengthen its relationship with the customers by listening to them and resolving their issues.
Adherence to Compliance Standards
Qualityze Customer Complaints Management Software system is aligned with all the latest standards including the Food and Drug Administration (FDA) – 21 CFR Part 820, International Organization for Standardization (ISO) – ISO 9001, ISO 13485, Pharmaceuticals and Medical Devices Agency (PMDA), Therapeutic Goods Administration (TGA), China Food and Drug Administration (CFDA), etc. to enable organizations with superior quality customer response systems.
Qualityze Complaints Management Solution comes with an intuitive interface to ease the process of Complaints management for both customers as well as providers. Whether you are in automobiles industry or life sciences, handling customer feedback is quite imperative. All this is simplified in Qualityze to make your customers feel heard and valued.
Making Customers Experience Delightful with Improved Complaints Management System
Qualityze Complaints Handling System enables organizations to maintain transparency with their customers when it comes to listening to their feedback or Complaints, primarily if they are highly regulated. Our solution makes the customer journey and experience even more delightful by instilling an organization with a well-defined Complaints management process. Our EQMS software solution helps organizations to take care of every concern that helps them achieve customer satisfaction – the motto they rely on. This configurable Software comes with a scheduler to keep the Complaints processing in a timely order because it could adversely affect the brand image. If you don’t have a well-structured way to handle your customer Complaints, you may not be able to retain your customers for long. It would be best if you get the Qualityze Customer Complaints Management and Handling Software to keep track of the customer Complaints and resolve them at earliest. If you want to explore the product functionality in and out, request a product demonstration today. To know more about our products, get in touch with us on our contact page, and we will get back to you at earliest.
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