Log Customer Complaints, Support Issues and Customer Positive Feedback. Track customer complaints that are also warranties and whether the warranty is approved or denied. Include containment reasoning, risk assessment, root cause(s) when needed, and record the activities leading to resolution and verification of actions to facilitate record closure.
Searching for a record is easy. In Tree Mode, you can group records by:
You can choose to show only open records, only open urgent records, closed records, or open and closed records. You can also show records assigned to you and those records you are assigned to approve (My Records).
In Find Mode, you can query records by reference number or text string. A reference such as an audit or change order number can be used to group like records to facilitate finding those records later. a text string can also be used to locate a record.
Type in a Text String field and select the text field labels most likely to contain the text, such as Plan or Verify Effectiveness (your alias could be different). The search results will produce a record list of exact matches.
You can filter for open only records, closed only records or all records.
The third search type is Jump to Record. Use this feature when you already know the ID number of the record. The database will jump directly to that record.
Summary Report
Problem Report
Costs Report
Audit Trail Report
Audit Trail by Approver Report
Customization Audit Trail Report
Reference Designation Report
Built-in customization includes:
Why Should I Log Customer Support Calls?
Sometimes, the customer calls for help with the product or service you sold them. Maybe it’s just a customer training issue. Once you get enough customer support calls, you can organize them to determine if there are any opportunities for improvement. Perhaps you decide to offer specialized training classes or update your operator or service manual.