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Complaint Management Software

Xybion provides a complete complaint management software module as part of its eQCM™ quality management suite. Customer complaints present unique challenges to manufacturers across multiple industry sectors. By nature, customer complaints represent dissatisfaction with either product quality or performance in a post-distribution environment. Valid complaints may lead to required changes in manufacturing product specifications or the costlier action of product recall.

The International Organization for Standardization (ISO) and the FDA’s Quality System Regulation (QSR) require well-established processes to effectively monitor and control customer complaints. To ensure effective governance and compliance, your complaint-handling system should not only collect feedback from unsatisfied customers, but deliver capabilities to effectively document the failure investigation process and link them to the appropriate corrective and preventive actions (CAPA).

Xybion’s eQCM Customer Complaint™ module is designed as part of an integrated GRC suite to efficiently document, manage and control customer complaints in compliance with current regulatory guidelines and best practices. At the heart of the eQCM Customer Complaint management software module is Xybion’s powerful workflow engine that allows organizations to document and automate critical business processes to ensure compliance and operational efficiency.

The eQCM Customer Complaint management software module provides the flexibility to manage customer satisfaction in a broader context. With the use of action plans, notifications, and customer satisfaction ranking criteria, the organization is able to monitor the customer satisfaction level, determine the potential impacts to the organization, and take the appropriate corrective or preventive action.

This powerful module delivers enhanced visibility to product or manufacturing challenges through key features such as customizable forms, communication management features and adaptable workflows that automatically trigger an investigation or corrective action based on user-defined criteria.

The Xybion eQCM™ suite delivers a comprehensive platform for GRC and quality management. Our comprehensive solution includes embedded best practices and flexibility for deployment in any systems environment. eQCM™ is seamlessly integrated with standard enterprise technologies including Microsoft, Oracle, Documentum and others to ensure compatibility with most systems environments.

The key benefits of our overall solution are:

  • Enterprise Platform as a Service
  • On-Premise, SaaS Deployment Options
  • Advanced Integrated Technologies
  • Flexible Process Control Engine
  • Compliant With Current Regulatory Guidelines
  • Compatible With OCEG GRC Framework Ensures Sustained Compliance and Governance
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