Complaint Management

The CQ Complaint Management System enables customer service representatives to record a product or service complaint coming in from multiple sources such as phone, fax, mail, email, or the web. All critical and pertinent details about the product as well as the incident are captured using a user-friendly input form. Depending on the complaint data captured, the complaint record is automatically routed for further triaging based on the company’s policies. The solution also provides the capability for the customer-facing personnel to record a complaint, along with any evidence, using a mobile-friendly App (iOS, Android, Windows).

The CQ Complaint Management system automatically queues all complaints that need further triaging to be reviewed by the relevant complaints coordinator/manager. The complaint coordinator will get to analyze the risk using pre-defined risk standards of the reported complaint. Following the triage, a complaint can then be routed for further investigation, and evaluated for the need to report to regulatory authority. Notifications are also automatically sent to the relevant departments and personnel, and escalation mechanisms are triggered based on the severity and priority of the complaint.

ComplianceQuest provides a strong platform for collaboration that stretches beyond personnel within a single department, as is usually the case. In fact, it allows complaint handlers from single or multiple sites, and subject matter experts from the supply chain, to perform root cause analysis together. Complaint Management Solution by CQ allows documentation of multiple root causes, including supporting tools, documentation and evidence that is used to conclude on the root cause analysis. Investigators can utilize the cloning capability to perform additional investigations and reuse the analysis. The system also provides capability to identify if the failed component was from a supplier, and trigger the initiation of a SCAR.

Collaborating through this solution is a pleasure. It offers collaboration capabilities such as online portal, a central repository for information including documents, Chatter for in-house social networking, and a transaction-based communication approach on certain aspects of investigations and samples. The CQ Complaint Management system also provides capability to generate responses which can be emailed to the appropriate personnel within or outside the organization using pre-defined templates and using the reminder capability to remind complaint coordinators/investigators to reach out when specific milestones are reached.

Reach out to others across the enterprise and in the supply chain to solicit feedback without having to give up on the ownership of the tasks.

Like and follow relevant records in the system. Choose to be notified via email, dashboard, and mobile to stay abreast of developments.