Customer Complaint Management - Enterprise-wide Complaint Management Solution

Overview

Pilgrim’s Customer Complaint Management solution provides a closed-loop mechanism that allows you to implement effective, timely resolutions to customer issues. This helps ensure industry and regulatory compliance, improve product quality and reduce costs associated with customer complaints.

Customer Complaint Management from Pilgrim provides an effective method for streamlining and quickly expediting the investigation and resolution of customer complaints. Inherent benefits include increased complaints handling efficiencies, increases in other key critical process efficiencies, minimized risk, and the assurance of on-going industry and business compliance.

Pilgrim’s Customer Complaint Management, with its configurable workflow models, allows companies to capture complete information about a complaint among a company’s own specific category codes. Forms contain customer information, product identification criteria, sample returns, and complaint type (such as inquiries). Pilgrim’s Customer Complaint solution affords the ability to make rapid, informed decisions about complaint validity and resolution strategies.

For organizations seeking out-of-the-box customer complaints software, Pilgrim’s solution minimizes complications with installation and integration; provides a logical interface between disparate system responsibilities; minimizes IT dependence; can be rapidly implemented at a low cost; includes manageable long-term maintenance; and is offered at a lower purchase price.

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Key Capabilities

Improve Complaint Receiving & Recording

Pilgrim’s Customer Complaint Management solution’s configurable, easy-to-use Web form allows you to capture complaint information across your entire organization, including off-site personnel. Complaints can also be received through integration with third-party applications, such as Customer Relationship Management (CRM) systems, or from customers and suppliers via your corporate website. Pilgrim’s Complaint handling solution provides you with the ability to capture complete information about a complaint, including customer information, product identification criteria, sample returns, and complaint type (such as inquiries). Pilgrim’s Complaint solution enables you to make rapid, informed decisions about complaint validity and resolution strategies.

Shorten Complaint Time-to-Resolution

With configurable workflow models built on industry Best Practices, Pilgrim’s Customer Complaint Management solution streamlines the entire complaint resolution lifecycle – from complaint capture to investigation, through resolution (whether simple or full corrective actions - CAPAs), and to customer communications. It enables enterprise-wide standardized complaint handling processes and allows you to manage deviations and incidents in real-time so you can quickly identify resolution strategies and take fast action to resolve problems. E-mail notifications, commitment tracking and escalation capabilities help to eliminate bottlenecks and ensure rapid resolution. Pilgrim’s Complaint Management offers a proven means to manage complete customer communication with activity logs and customer letters stored in a single, centralized solution.

Increase Management Oversight

Through powerful reporting and trending capabilities, Pilgrim’s Customer Complaint solution provides fast, accurate information to help management make meaningful and effective decisions. It allows tracking customer issues in real-time. Built-in, configurable reporting capabilities enable management to drill-down into issues and offer valuable insight into the top recurring complaints and time required to resolve issues.

The Integrated Compliance Platform

Customer Complaint Management is a fully-integrated part of Pilgrim Software’s Enterprise Risk, Compliance and Quality Platform. In addition, combining Pilgrim’s Regulatory Reporting with Customer Complaints provides a complete lifecycle solution for managing adverse event reporting to regulatory agencies. Pilgrim Software provides an enterprise–wide solution for managing corrective and preventive actions, regulatory reporting, complaint handling, internal and external audits, document control, SOP enforcement, employee certification and training, equipment/calibration and supplier quality management. This powerful solution enables you to manage quality and compliance across your entire business, helping you meet industry and regulatory requirements, increase efficiency and reduce costs.

Features & Benefits

Pilgrim Customer Complaint Management -- Key Features & Benefits:

Capabilities	Benefits
Global Complaint Handling
Inherit Policies	Enforce standards by enabling sites to inherit corporate policies and workflows
Web-based Forms	Enable users from any department and off-site facilities to capture complaint data
Things-to-Do List	Keep your entire organization up to date on tasks and work items needing attention
Knowledge Management	Look up historical complaints and search for similar issues as a guide for resolving complaints
Improve Complaint Receiving & Recording
Configurable Web Forms	Easy-to-use Web forms enable all users to enter standardized, complaint information
Integration	Automatically exchange relevant complaint data with related systems
Samples and Product Returns	Easily track samples and product returns associated with a complaint
Shorten Complaint Time-to-Resolution
Simple Resolution Model	Ensure rapid closure through automated receipt, review, reporting, resolution assignment and follow-up processes
CAPA-driven Resolution Model	Track investigations, causal analysis, resolutions and other activities to promote continuous improvement
Automated Alerting	Notify affected parties via e-mail to ensure prompt attention to complaints and resolution tasks
Escalation	Eliminate bottlenecks by automatically elevating incomplete tasks
Root Cause Analysis	Properly identify a problem’s cause and determine the impact of a resolution to prevent future occurrences
Activity Logs	Track all customer communication in a centralized location and reduce time to review actions and maintain verifiable evidence
Response Letters	Configurable Response Letter templates help automatically generate relevant communications to customers
Improve Management Oversight
Real-time Reporting	Configurable reports provide instant visibility into complaints and issues to enable informed decision making
Trending	Identify, review and be knowledgeable about complaint trends on product and processes to improve customer satisfaction
Failure Mode Monitoring	Utilize your own failure modes in the system to set thresholds and know when trends emerge
Integration with Regulatory Reporting	Provides ability to review adverse events and streamline the submission and tracking of reports to the appropriate regulatory body