Manage Customer Complaints with Precision
Aggregate complaint data for deep insights to improve products.
Customer Quality Management Software for Quality Excellence
Customer feedback is essential for any business. It is incumbent on manufacturers to insure that safe and effective products are entering the market, and have a mechanism in place for oversight of customer complaints. Small product issues can quickly escalate into big problems when feedback and complaints are not captured and properly resolved.
AssurX can help you change from reactive to proactive by automating and centralizing the process for handling customer quality-related complaints.
AssurX Customer Quality Management software streamlines the processing of customer-reported product events, including complaints, return merchandise authorizations (RMAs), field service, and product improvement requests. The solution qualifies, prioritizes, routes and tracks customer issues to create a more efficient system that can drive the quality improvement process.
“AssurX offers several starting points for a wide number of processes that you can then configure to fit your needs.”
AssurX Customer Quality Management Software: Aligned with Industry Standards
Some manufacturing industries require an in-depth post-market surveillance and complaint handling system, such as medical device manufacturers that must comply with 21 CFR Part 820.
While not every company requires that level of oversight, they do require a system in place that is able to effectively track, classify, and resolve product and service issues.
The AssurX Customer Quality Management solution helps support the ISO framework for ensuring that products and services meet quality standards for consumers. This standard is outlined in ISO 10002:2018 (customer satisfaction and complaint handling within the quality management system).
The ISO framework prescribes having a process in place to monitor, document, review, and analyze complaints in order to take corrective action in the event that customer requirements are not being met. For companies looking to certify, ISO 10002 for complaints handling process can integrate with the ISO 9001 certification for quality management.
AssurX addresses common complaint handling challenges including:
Managing Complaints from any Source of Ingress
Consumer feedback come from different sources, including company website, social media, emails, and phone calls. Manual systems provide very little control of the process. AssurX creates a central repository for all complaint records and supporting information.
Ending Inefficient Processes
An inefficient customer quality process depletes time and money. Furthermore, time delays with critical complaints can result in serious issues, not only with consumer safety, but within your supply chain. AssurX increases efficiencies by reducing the time to resolution and minimizes the risk of errors.
Eliminating Disparate Systems
Tracking and monitoring customer issues is inefficient across different systems with different terminology. Without a standardized system, documentation may fall through the cracks and create delays. AssurX enables you to create consistent terminology, classifications and scoring. This improves precision in the complaint receiving process, as well as for tracking and trending data by using a common “language.”
How AssurX Improves Quality Management and Customer Satisfaction
AssurX customer quality management software helps organizations improve customer satisfaction while providing actionable data for better quality management decisions.
AssurX: Quality & Compliance Systems for Every Enterprise
When you choose AssurX, you’re choosing more than two decades of expertise in regulated environments and continuous innovation in quality management. Our unwavering focus on quality management means you’re getting a best-of-class solution, not a scaled down or inflexible software solution.
One Platform. Every Solution.
Seamlessly integrate all quality and compliance processes with one software system. Start by using just the solutions you need now, then easily add more as you are ready. No other system is easier to deploy, configure, and modify.
