Roles

Quality & Compliance, Customer Services, Marketing, Product Management, Production Management

 

Challenges

When the phone rings, when the food scare article appears in the journals, when the customer asks a question in a letter or email – you respond.

When a customer needs to know if the product is kosher or contains peanuts, you respond.

You are a quality manager – customer services manager - product manager.

You need to:

  • Handle, monitor, and resolve complaints about your products
  • Process and answer customer inquiries about health concerns, allergies, nutrition
  • Specify ways that your suppliers can improve their production, and monitor their responses
  • Improve your quality processes by managing your production chain

But:

  • Your network ecosystem has never been more complex: suppliers, laboratories, packagers, customer services, quality departments.
  • You have never had as many products and ingredients as now.
  • Your growing sales volumes are producing more customer inquiries and complaints.
  • Greater requirements in product performance make it even more important to get control of defects.

Trace One can help

A critical part of your company’s response to product safety and quality issues involves the way you handle complaints. A key measure of product quality, complaints help you identify ways to improve what you offer to your customers, as well as forming an important element in your supplier relationship management.
The Trace One Complaints module provides SaaS-mode, simultaneous connection for all parties in the quality issue resolution process. The Complaints module standardizes enterprise techniques for managing, tracking, annotating, and resolving complaints, from the point where they enter the system all the way out to resolution.

Benefits

  • Facilitated collaboration, since all parties access the same unique, centralized complaint document
  • Common Master Data definitions of products and sites facilitate identification and traceability in ingredients, products, and batches, as well as sites and suppliers
  • Full integration with Trace One modules, including Specifications for ingredients identification, and Technical Data Sheets for sharing information with interested third parties (standards boards, audit and certification bodies, laboratories, journalists, etc.)
  • Full tracking and reporting facilities for better complaints management
  • Processing and automatic assignment of complaints, with drastic reduction in administrative tasks of tracking and reporting

Features

  • Unique identifier for each complaint
  • Complete lifecycle and status settings management
  • Capacity for retailers to specify and track corrective action plans for their suppliers
  • Highly customized lists for analyzing and sorting complaints
  • Built-in workflow process , with automatic reminders based on deadlines
  • Every player in the process has access to all information required to resolve the quality issue, and only that information
  • Highly configurable, with user-defined severity levels and complaint categories
  • Powerful reporting functions on complaint lists, individual complaints, and complaints at different points in the lifecycle: an important element in your supplier relationship management, tracking the performance of suppliers and their products
  • Supervision of efficient processing of complaints