Customer Complaint Process

MasterControl Customer Complaints™, a complaint software solution and an integrated part of the MasterControl quality suite, automates and manages the customer complaint process in an efficient and cost-effective manner.

MasterControl Customer Complaints automates the customer complaint process from start to finish. Complaint forms are received, tracked, commented on, approved and resolved all via an electronic, web-based system.

A Complete Compliance Process

Sustained Compliance

MasterControl helps FDA-regulated and ISO compliant companies attain and sustain FDA GMP compliance by optimizing the customer complaint process, speeding up the turnaround from complaint submission to resolution, and keeping the overall quality system always ready for FDA GMP inspections or ISO quality audits.

Integrated Quality Management

MasterControl connects the paperless customer complaints process with other quality processes for a holistic approach to quality management.

Enterprise-wide Product Application

MasterControl can handle every department's forms and documents-based processes, making it an ideal enterprise-wide solution.

Compliant Customer Complaint Process

• Increased Efficiency Through Automation
  MasterControl software automates all tasks pertaining to the customer complaint process, including notification, follow-up, and escalation of overdue assignments. Automation helps simplify the compliance environment, making it easier to stay compliant.

• Simple Three-Step Process
  This best-practice customer complaint process is incorporated in a pre-configured, multi-page form that starts with the processing of a customer complaint, automatically moving to the internal investigation step, and culminating with a resolution of the issue.

• Centralized Repository
  All documents related to customer complaint processes will be stored in a secure, centralized repository, making it easy to search and retrieve them during an FDA inspection or an ISO audit.

• Analytics and Reporting
  MasterControl's advanced analytics and reporting capability increases management oversight and demonstrates appropriate controls to regulatory agencies. The customer complaint process includes the following customizable reports: complaint summary; in-process complaints; complaints categorized by type, product, and department; trending categorized by complaint type, product, and department.

• MedWatch Form
  A customer complaint process may turn out to be the reporting of an adverse event, which comes with its own set of regulatory requirements. This solution includes the FDA's MedWatch 3500A form for mandatory reporting of adverse events, allowing a seamless handover to an adverse events specialist while ensuring that all required data is immediately collected.

• Solid Audit Trail
  Provides a secure, time-stamped audit trail as required by 21 CFR Part 11 for the customer complaint process. MasterControl documents the identity of anyone who creates or modifies an electronic record, when the action occurred, and the changes made.

• Revision Control
  MasterControl ensures that only the current version of a document is available.

Connected Customer Complaint Process

Easy Access
MasterControl customer complaints process is Web-based so it can connect employees, customers, suppliers, and others involved in the customer complaint process regardless of location.

Complete Customer Complaint Process

Integrates with Other Applications: MasterControl's customer complaint process can integrate with other applications like ERP, LIMS, accounting, and human resources applications to accommodate departmental needs.

Easy to Search: A standardized Google-like search window is available throughout the application, which means all authorized users throughout the organization can search and retrieve change control-related tasks and documents.

Easy to Find: MasterControl's Explorer, is an easy-to-use tool that helps users find and access documents quickly. Every department can maintain its own customer complaint process via Explorers and documents can be stored in multiple Explorers.

Automation of Forms-Based Processes: Any forms-based customer complaint process unique to a department (i.e., application forms for HR, customer satisfaction survey forms for Customer Service Department) can be automated. A department can keep the look and function of existing forms or create entirely new ones.