Quality & Compliance S09
Customer Complaint Management
Handles customer complaints with structured workflows ensuring timely responses, corrective actions and customer satisfaction.
Customer complaint management, approval and tracking
Customer Complaint Management takes a complaint from the moment it arrives to the moment it is closed with the customer. Complaints registered through the portal or by email are classified, investigated internally, and answered with a structured 8D response. Every exchange with the customer is logged against the complaint, so the response history is in one place rather than in individual inboxes.
What this module does
The module handles customer complaints with structured workflows ensuring timely responses, corrective actions and customer satisfaction.
Complaints are registered through the portal or from email and classified on arrival. The internal investigation feature records what was found, and the 8D response feature produces the answer sent to the customer. Approval and escalation workflow moves the complaint and escalates it where required, with SLA tracking against the response. The customer communication log holds the exchanges, closure records the outcome with a satisfaction rating, and the trend and analytics dashboard shows the pattern across complaints.
Highlights
- Customer self-service portal
- SLA tracking
- Escalation automation
Included with every Optimo360 module
- Role-based access control
- Email and SMS notifications
- Report export to PDF and Excel
- Audit trail
Related modules
- Supplier Complaint Management — runs the same structured path for issues raised against suppliers
- Inspection Master — supplies the inspection evidence behind an investigation
- Traceability & Inventory Management — identifies the affected material and where it went
- Audit Management — draws on complaints and corrective actions as audit evidence
Take one open customer complaint and follow it to a structured 8D response. Request a demo.
Inside the module
Features that follow the work from input to evidence.
Complaint Registration (Portal/Email)
Registers complaints arriving through the portal or by email.
Complaint Classification
Classifies the complaint on registration.
Internal Investigation Module
Records the internal investigation of the complaint.
8D Response to Customer
Produces the structured 8D response sent to the customer.
Approval & Escalation Workflow
Moves the complaint through approval and escalates it where required.
Customer Communication Log
Logs the exchanges with the customer against the complaint.
Closure & Satisfaction Rating
Records closure and the satisfaction rating given.
Trend & Analytics Dashboard
Shows trends across complaints.
A practical first step
See this module against your own process.
Bring one workflow, one recurring exception and the evidence your team currently rebuilds by hand.
Request a demo
