TrackWise Customer Complaint Solutions

Customer retention, compliance with industry regulations and avoidance of potential product liability lawsuits are important
objectives for all companies. An effective complaint management system is critical to achieving these goals. Customer
complaint management systems must provide the ability to log, respond to and investigate complaints. In addition, they
must allow management to monitor developing trends through integrated reporting and trending.

A Global Approach Integrated Corrective & Preventive Actions

Leading manufacturers are taking a global approach to their
customer complaint processes by implementing TrackWise
software, a fully-web based system that ensures compliance,
reduces product safety risk and streamlines workflow
processes. TrackWise integrates complaint handling processes
into the overall Enterprise Quality Management System
(EQMS). With TrackWise, your organization can centralize
its complaint intake processes, efficiently manage site level
investigations and electronically process corrective and
preventive actions.
(CAPA)
With TrackWise, your organization is guaranteed a repeatable,
compliant and 100% closed loop CAPA process that is fully
integrated with your complaint management system. CAPAs
can be created and linked directly from the complaint record,
providing traceability and process efficiency. The TrackWise
automated workflow engine routes CAPAs through the
appropriate planning, approval, implementation, verification
and effectiveness steps.

Complaint Triage
Complaints are entered directly into TrackWise via intuitive
forms, which prompt call center representatives to enter
required product, customer and event information. Product
complaint records can also be created as a result of a
triggering event from a complaint feeder system such as a
Customer Relationship Management (CRM) or repair order
system. TrackWises patented business rules engine determines
the appropriate process steps to assess and address the
complaint and notifies the necessary parties to begin
investigation.

Investigation & Root Cause Analysis

Based on the product information, problem type and
TrackWise enables your organization to electronically record, process
other complaint criteria, TrackWise automatically creates and track customer complaints using intuitive and fully-configurable
investigation tasks and assigns them to investigators who web-based data entry forms.
access their tasks from their dashboards. A powerful workflow
engine secures processing through root cause analysis steps,
while a 24/7 business rules engine escalates items that are
significant in nature or that fall behind schedule. Investigators
categorize investigation results using drill down root cause
codes, which aid quality managers in performing trending and
analysis.
Searching, Reporting and Trending
TrackWise improves quality management and problem detection
Benefits
by providing flexible search tools and integrated reporting. It offers
Implement a global approach to complaint
extensive trending and visual representation of key performance
handling with multi-site usage, multilingual
indicators related to product quality risk via intuitive and
capabilities, regional reporting requirements and
informative management dashboards. TrackWise AutoTrending
unlimited security levels.
automatically detects developing trends based on fully
configurable parameters and distributes resulting reports by email Protect brand reputation and increase customer
when these alerts occur. satisfaction by ensuring that complaints are
investigated and responded to in a timely
Scalable with Global Capabilities manner.
TrackWise has been load tested to support thousands of users
Automate the process of assigning complaints
accessing a centralized database and has proven to be effective
and related investigations based on
in 24/7 environments. Its user-friendly interface supports any local
manufacturing location and product type.
language, including multi-byte languages such as Japanese. The
system also supports universal time code normalization, local data Further develop management of the complaint
formats and unlimited security roles to meet your organizations lifecycle with real-time trending and escalation of
specific business needs. potential safety issues.

Streamline operations and reduce costs by

improving response and closure times.

Recognize systematic quality issues with ad

hoc search tools, enterprise reporting and
trending and AutoTrending, which automatically
detect developing trends and escalate them to
management.

Enhance root cause analysis by more effectively

managing the investigation process and
leveraging root cause drill-down tools.

Sparta Systems global quality management solutions enable high-value organizations to safely and Global Headquarters
efficiently deliver products and services to market. Its TrackWise Enterprise Quality Management Software, 2000 Waterview Drive
Hamilton, NJ 08691
a trusted standard among highly regulated industries, is used by quality, manufacturing and regulatory
(609) 807-5100
affairs professionals to manage compliance, reduce risk and improve safety across the global enterprise. (888) 261-5948
Headquartered in New Jersey and with locations across Europe and Asia, Sparta Systems maintains an info@spartasystems.com
extensive install base in the pharmaceutical and biotechnology, medical device, electronics manufacturing
European Offices
and consumer products markets. Berlin | London | Tel Aviv | Vienna
europe-info@spartasystems.com

Asia Pacific Offices

www.spartasystems.com | http://blog.spartasystems.com Hong Kong
apac-info@spartasystems.com