Companies who care about their customers build a loyal customer base and solidify a great reputation in the marketplace. And companies who listen to customer feedback and apply it to product development and other aspects of their business experience long-term, continuous improvement.

 

IBS Customer Management Software helps companies improve customer relations by eliminating product defects and performance issues. The system is purpose-built to address complaint management requirements set forth by standards like ISO 9001, ISO 13485 and FDA 21 CFR 820.

 

With IBS Customer Management Software, you can:

 

• Build profiles for all your customers, and keep them updated with relevant information
• Import customer data from your ERP system
• Set up an automated system to track customer complaints
• Allow customers to securely create complaints online
• Create and track action items, NCMRs, RMAs, CARs, or PARs and meetings from customer complaints depending on the severity and scope of the issue
• Track complaints by status, customer, source, product, problem codes, priority, time and/or supplier
• Use the IBS pre-configured customer complaint workflow or reconfigure the workflow to meet your specific company requirements
• Escalate missed deadlines to responsible management
• Automatically route complaints to appropriate parties for approval
• Use secure electronic signatures with optional second password capability to meet the requirements of the FDA’s 21 CFR Part 11
• Choose from multiple options for securing document access based on individuals, groups or roles
• Provide unalterable customer complaint audit trails
• Enable multilingual access to your customer information
• Create, send, and track customer surveys

 

Our Customer Management solution is a fully integrated part of our enterprise compliance and quality management software, CompliantPro.

 

 

 

Before IBS Customer Management Software: In an attempt to avoid the consequences, companies made it difficult for customers to offer feedback or issue complaints. As a result, customers did not feel that their concerns were being addressed.

 

After IBS Customer Management Software: The system makes it easy to take a proactive approach to customer feedback. Users employ methods such as distributing customer surveys, creating feedback forms on their company websites, and automating schedules for regular follow-up phone calls from sales and service professionals. The system allows them to record, analyze and work to improve the results.

 

 

 

Before IBS Customer Management Software: Companies had procedures for recording and troubleshooting customer complaints, but did not work to document trends and discover underlying issues. The situation was further complicated by the fact that various company locations had disparate complaint-handling processes, and made no effort to pool their data.

 

After IBS Customer Management Software: Employees can enter complaints into the system and tie it to specific data, such as part numbers and suppliers. The system can track and trend data across multiple locations, so that users can spot significant, across-the-board issues.

 

 

 

Back to Top