Do your customers, suppliers, and even your internal departments raise complaints and issues and provide feedback? How do you track these today: an offline database, Post-it notes, or Microsoft Excel?
With the CompuTec ProcessForce complaint management solution, this wealth of data can now be captured in a structured manner, analyzed, and acted upon, creating the foundation for generating internal actions and audits and implementing process improvement programs to increase levels of customer and vendor service.
Why “wealth”? Feedback from customers is the greatest source of information to determine how well an organization is performing, its level of service, and the quality of its products, creating the potential for offering new services and products, thus increasing revenues and customer lifetime value.
For suppliers, this information can help to improve their overall performance, in turn increasing the quality of products and services up and down the supply chain, to the benefit of all.
For example, a customer has an issue with a product: the Complaint is logged and an action plan is created. The customer returns a product sample to be reviewed; the sample is tracked and, on receipt, analyzed. The analysis results in a quality control test, the test fails, and the company decides to start a batch recall procedure.
