Consumer Complaint Management

Complying with Good Manufacturing Practices (GMPs), protecting brand reputation, and avoiding potential product liability lawsuits, are all important drivers for managing and tracking consumer complaints. In addition to indicating a failure in an organization's quality system, a complaint may also indicate that there are potential product safety issues.

Leading food and beverage and consumer packaged goods companies are taking a global approach to consumer complaint handling. As a result, companies require scalable and flexible management systems that enable them to implement enterprise complaint handling reporting processes.

TrackWise Consumer Complaint Management Solutions

TrackWise software enables consumer packaged goods companies to effectively implement a global and consolidated approach to managing consumer complaints. TrackWise ensures compliance, reduces product safety risk, and streamlines workflow processes, enabling your company to achieve best in class results. The system integrates complaint handling into the overall quality management system, allowing users to benefit from a single interface and eliminating the need for complex and costly custom integration.

TrackWise enables your company to centralize complaint intake from call centers, distributors, sales, and quality management functions. Integration with ERP systems such as SAP, JDE, Oracle, and others, provides direct look-up of and linking to master product information to improve accuracy and streamline operations.

TrackWise's powerful workflow engine assigns and monitors investigations and root cause analysis steps, while its 24/7 business rules engine escalates any complaints that are significant in nature or that are falling behind schedule. TrackWise also provides tracking of product returns, generates response letters, and supports printing and reading of bar code labels.

Integrated CAPA Management

TrackWise also enables your organization to manage all related CAPAs as part of its global complaint management system enabling your company to perform consolidated trending for internal quality management functions.

Benefits

• Implement a global approach to complaint handling with multi-site usage, multilingual capabilities, regional reporting requirements, and unlimited security levels.
• Increase compliance, eliminate lost records, and ensure on-time reporting of adverse events.
• Protect brand reputation and increase customer satisfaction by ensuring complaints are investigated and responded to in a timely manner.
• Automate the process of assigning complaints and related investigations based on manufacturing location and product type.
• Reduce administrative costs with integrated letter generation, product return tracking, and improving workflow management.
• Improve management of the complaint lifecycle with real-time trending and escalation of potential safety issues.
• Streamline operations and reduce costs by improving response and closure times.
• Identify systematic quality issues with ad hoc search tools, enterprise reporting and trending, and AutoTrending, which automatically detects developing trends and escalates them to management.
• Enhance root cause analysis by more effectively managing the investigation process and leveraging root cause drill-down tools.