Q. How can I be sure that a complaint is not forgotten?

Each complaint is listed on the relevant persons’ “Action Required” list and stays there until the persons required to perform the action have completed their tasks. This is supported by notifications within isoTracker and by email to the concerned individuals.

Q. How can I categorise a customer complaint?

When a complaint is registered it is categorised by customer, by product, by complaint type, by severity, by time and by person recording the complaint. The complaints can then be searched and listed on any combination of these categories.

Q. Can I automatically send an email apology?

Yes. Email templates can be pre-specified for each stage of a complaint’s life. So when a certain stage has been reached email templates for that stage are displayed and when selected can be modified and sent to the complainant’s registered email address.

Q. Can key documents relating to a process or to a customer be attached to a complaint?

Yes. Once the complaint has been recorded a key document regarding the complaint or the customer can be selected. So when the complaint is going through its various stages the relevant document is included in the complaint’s details and accessible by the concerned individuals when responding to specific requests.

Q. How can I ascertain that the right people are informed at the right stages in resolving a customer issue?

When a complaint goes through its various stages whether it be an Investigation, a Non-Conformance or a Corrective Action relevant people can be informed of the complaint. May be required to reply and can access the interactive dialogue occurring in resolving the complaint.

Q. Can a Complaint be escalated to senior management?

Yes. Senior management can be informed of each complaint, if that is the way you run your business, they can also be sent an escalation notification if the complaint has not been resolved within a specific time period.

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