Complaint Management
Ensure customer delight through end-to-end management of complaints from in-take to assessing risks, regulatory impact and submissions, quality investigation, resolution, and continuous improvement
Make it easy for your workforce to handle complaints from intake to regulatory submissions to customer resolution.
With CQ Complaint Management Software, we ensure companies have comprehensive control over how customer complaints are collected, recorded, reported, and tracked in compliance with industry guidelines and regulations.
In addition to regulatory compliance, an organization’s ability to deal with complaints effectively and proactively is critical for growth. With an automated platform for complaint handling, customer success leaders can work collaboratively with quality, engineering, and operations leaders to address a customer complaint timely and efficiently. CQ’s Complaint Management solution also drives Continuous Improvement (CI) of processes and workflows and comes with embedded intelligence that drives automation and efficiency.
Benefit #1: Improve Customer Experience
Benefit #2: Automate Regulatory Submissions and Compliance
In highly regulated sectors like medical devices, mandatory regulatory submissions are often time-consuming and inefficient. Failure to capture and manage customer feedback and complaints appropriately — or receiving too many of the same complaints — can lead to audits, fines, and reputational risk. With CQ Complaint Management, quality assurance leaders can automate the process of regulatory submissions – MDR to the FDA in the U.S. or MIR forms in the EU. We also automate the process of generating and submitting the MedWatch Form FDA 3500 and ESG reports through our approved and validated AS2 Gateway.
Benefit #3: Leverage Predictive Analytics and AI enabled Triage
The CQ Complaint Management system automatically queues all complaints requiring further triaging to be reviewed by the relevant complaint coordinator. By taking advantage of data and Artificial Intelligence framework of Einstein Predictive Analytics, complaint handling teams can automatically triage complaints based on risk level and urgency. Following the triage, a complaint is routed for further investigation and evaluated for the need to report to a regulatory authority. Notifications are also automatically sent to the relevant departments and personnel, and escalation mechanisms are triggered based on the complaint’s severity and priority.
Benefit #4: Automated Investigation and Root Cause Analysis
ComplianceQuest provides a robust platform for collaboration which allows complaint handlers from single or multiple sites and subject matter experts from the supply chain to perform root cause analysis together. CQ Complaint Management Solution allows documentation of numerous 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 re-use previously performed investigations. The system also can link to CQ Supplier Management to initiate and manage the SCAR process for any issues caused due to a failed supplier provided component.
Benefit #5: Seamless integration with your CRM
Our EQMS is built on the cloud-based Salesforce platform with REST API based integration at its core. To avoid disconnected systems that drive inefficiencies, leverage the power of the CQ integration framework to connect CQ Complaint Management system with your on-premise or cloud-based CRM. With integration to your CRM, your sales, field services and customer service personnel have complete visibility into the status of each Complaint.
Support Your Entire Organization
Management
Customer/
Field Service
Complaint Manager/
Coordinator
Quality
Regulatory
Manufacturing /Engineering
Complaint Management System Features
Key CQ Complaint Management Features
In-Take
Captures complaints from multiple media and mobile and automatically routes it for further triaging.
Triaging and Initiation
Automatic queuing up and notification of complaints for further triaging by the relevant complaint coordinator/manager.
Regulatory Assessments/Decision Trees
Embedded decision tree functionality supports the identification of reportable adverse events as well as the type of report.
Regulatory Reporting and Submissions
Manage regulatory assessments and timelines for regulatory submissions.
Product History Review
Gain a better understanding of performance and stability of components and access valuable inputs for root cause analysis.
Investigation and Root Cause Analysis
Complaint handlers from multiple sites and subject matter experts from the supply chain can collaborate to perform root cause analysis.
CAPA Evaluation
Systematically evaluate complaints against CAPA requirements and access CAPA results such as investigations, CAPA actions, effectiveness plans and verifications.
Communication/Collaboration
Collaborate using online portal, a central repository for information, chatter for in-house social networking, and a transaction-based communication approach.
CRM Integration
Seamlessly integrates with corporate CRM to provide end-to-end visibility and timely response to customer complaints.
Mobile Access
Access customer complaints on the go and initiate appropriate response without delays.
Reporting and Analytics
Utilize pre-developed best-practice-based reports or customize reports and dashboards for faster decision making.
Social Like & Follow
Like and follow relevant records in the system and be notified via email, dashboard, and mobile to stay abreast of developments.
Complaint Management Datasheet
Related Insights
Build Business Value by Proactively Listening to Your Customers’ Complaints
Build Business Value by Proactively Listening to Your Customers’ Complaints
