Customer Complaint Management
Amadeus’ eQCM Customer Complaint™ module is designed as part of an integrated suite to efficiently manage and supervise customer complaints process or other customer related processes in accordance to 21 CFR 820.98 (a) and other best practices. At the heart of eQCM Customer Complaint™ is Amadeus’ powerful workflow engine that allows organizations to automate critical business processes and thus ease compliance and operational efficiency.
An effective complaint management system can provide customers with actionable intelligence that offers faster and more cost-effective results than traditional market research activities, and points out product problems to enhance customer service. The eQCM Customer Complaint™ module delivers real value and results by offering customizable forms, communication management features, and an adaptable workflows that can automatically trigger an investigation or corrective action based on user-set criteria. .
The system provides the flexibility to manage customer satisfaction in a broader context. With the use of action plans, notifications, and customer satisfaction ranking criteria, the organization is able to monitor the customer satisfaction level, determine the potential impacts to the organization, and take the appropriate corrective or preventive action.
Business Applications
- Customer complaint management
- Customer request management
- Customer satisfaction management
- Customer communications
eQCM Customer Complaint Value Proposition
- Being in control of the information and the state of the situation (# complaint / treatment delay)
- Allows the reporting of requests and complaints in a uniform and quick manner
- Provides the capability to adjust forms and routing in the workflow based on data entry.
- Categorizes requests and complaints in order to generate business intelligence
- Increases the speed of response by providing notifications with access to the task.
- Increases follow-up efficiency by monitoring aging and status of activities.
- Identifies your customers’ opportunities by allowing robust categorization and searching.
- Controls and reduces recurrence by triggering corrective actions when appropriate.
- Increases the satisfaction of your customers by promoting visibility and accountability of related actions.
- Easy-to-use, configurable workflow designer.
- Categorization of customer complaints
- Built-in flexible forms
- Better tracking and sharing of key information with customers
- Communication
- 21 CFR Part 11 compliant electronic records, signatures, and audit trail
- Automatic notices and escalation alerts
- Ad-hoc action plan creation or selection from action plan library
- Comprehensive reporting and trend analysis
- Integrated business intelligence dashboard
- Seamless integration with Microsoft desktop productivity applications
- Advanced security model
Report. Analyze. Monitor.
The eQCM Compliance Intelligence module empowers users to make more informed decisions by providing timely, relevant, and accurate answers to their business questions. The eQCM® Compliance Intelligence offers easy-to-configure dashboards and reports to facilitate compliance monitoring and reporting against all key compliance performance indicators (+)
