Quality Management System clearly stated that customer feedback is a valuable source of information that can help your business improvement. However, it can also be a daunting and time-consuming task to manage all the customer reviews and complaints you receive. Thus it is important to have a system in place to handle customer complaints in a professional and efficient manner. One of the ways is by using Complaint Management Software. This article provides you brief introduction of software that will help you deal with customer complaint more efficiently.
What Is Effective Complaint Management in ISO 9001?
Effective complaint management procedure is an important process in ISO 9001 quality management system. It covers Complaints Handling Procedure for Customers and Internal Complaints Handling Procedure.
Part of the process includes receiving complaints, analyzing the complaint, taking corrective action, monitoring for recurrent issues, and communicating with the customer to ensure that issue is solved and they are satisfied. The company must document every step of the process to ensure that their processes are effective.
Complaint Management Software
Complaint management software provides automated process feature to accept, categorize and track customer complaints beginning from initiation till resolution. It is the easiest way to stay on top of complaint data and helps organization to proactively addresses customer complaints. The software enables organization to monitor and handle customer service requests, customer complaint and use instant notifications for internal communication to seek resolution and revert outcomes back to customers.
Benefits of Complaint Management Software
The benefits of using complaint management software are many. Among them include:
- A convenient platform for customer to file complaint or inquiry to you,
- Complaints received can be categorized according to specific scope,
- Automate process flow to route the complaint to related employee,
- Tracks your customers’ complaints and their outcomes,
- Enabling you to see how responsive your business is to customer needs,
- You can also get reports on how your employees are doing on customer service,
- Ensure fast response to customer complaint,
- Improve customer satisfaction and customer loyalty,
- Help you restructure your QMS processes if needed.
The ISO 9001 complaint management approach is an effective methodology for achieving quality performance and customer satisfaction. It has been proven to be a cost-efficient process as well as a reliable method of ensuring that the needs of internal and external customers are met. Implementing the ISO 9001 complaint management approach provides your organization with a competitive edge in today’s marketplace. If you’re not already using complaint management software, it’s time to take a closer look.