Complaint Management
Complaint Management Software to Standardize and Automate Complaint Handling
How Effective is Your Complaint Management Process?
When a complaint is received or an error is discovered, how efficient is your complaint handling process:
- Capturing Information
- Alerting Stakeholders
- Assessing the Situation
- Involving Quality Assurance
- Investigating Root Causes
- Taking Corrective Action
- Handling Refunds
- Managing Sign-Offs and Approvals
- Closing the Loop with Customers
Automating the intake, routing, assignment, and tracking for complaint-generated activities can greatly improve customer satisfaction, product quality, and internal/external compliance requirements.
Whether you're a global pharmaceutical company under regulatory scrutiny, a field service provider trying to reduce safety incidents, or a healthcare provider trying to improve patient outcomes, Integrify can provide a consistent, automated, auditable system for managing complaints from customers, employees, vendors, citizens, and more.
Integrify provides an easy-to-configure, powerful platform for designing complaint and incident intake forms that can be deployed on any Web site or hosted within a custom Integrify portal. Complaint submissions can then be tracked and routed through your organization using smart logic to ensure standard operating procedures are followed.
Complaint Management Features
- Assign specific follow-up tasks to individuals or groups.
- Automatically monitor an email inbox for complaints.
- Design simple or dynamic forms for complaint intake.
- Integrate your complaint system with your existing document management or other systems.
- Route complaints based on type or severity.
- Set escalations, delegations, and reminders.
- Store historical data on all complaints and resolutions as long as needed.
- Track all actions taken regarding a filed complaint including user and time/date stamp.
- Launch QA Processes.
- Track performance of complaint handlers and set KPIs.
- Generate a PDF report for internal or external use.
Benefits
- A secure, tested environment that meets the most rigorous standards.
- A standardized, consistent, auditable system for handling complaints and complaint data.
- Consistent data capture at the point of intake.
- Continuous complaint handling improvement based on performance monitoring.
- The flexibility to adjust processes and customize the system based on your organization's needs.
Your Complaint Management Process, Your Way
Many complaint or quality management systems (QMS) lock you into a pre-determined process for complaint handling that may or may not meet your specific requirements.
Integrify believes flexibility is still possible while remaining compliant. You can design your process to match your organization's unique structure and staffing while ensuring consistent process standards are followed. Plus, our reporting is just as flexible so you can build dashboards and reports to track your compliance and efficiency goals however you see fit.
Learn More About Complaint Management Software
We have a variety of resources to help you on your journey to an automated complaint management workflow.
Automate Complaint Management
To see how quickly you can begin automating your complaint processes, request a demonstration or trial of Integrify.
