Customer Complaint Management

eQCM Customer Complaint™ module is designed as part of an integrated suite to efficiently manage and supervise customer complaints process or other customer related processes in accordance to 21 CFR 820.98 (a) and other best practices. At the heart of eQCM Customer Complaint™ is a powerful workflow engine that allows organizations to automate critical business processes and thus ease compliance and operational efficiency.

An effective complaint management system can provide customers with actionable intelligence that offers faster and more cost-effective results than traditional market research activities, and points out product problems to enhance customer service. The eQCM Customer Complaint™ module delivers real value and results by offering customizable forms, communication management features, and an adaptable workflows that can automatically trigger an investigation or corrective action based on user-set criteria.

The system provides the flexibility to manage customer satisfaction in a broader context.  With the use of action plans, notifications, and customer satisfaction ranking criteria, the organization is able to monitor the customer satisfaction level, determine the potential impacts to the organization, and take the appropriate corrective or preventive action.

Business Applications

• Customer complaint management
• Customer request management
• Customer satisfaction management
• Customer communications

eQCM Customer Complaint Value Proposition