With the customer complaint management process fully deployed in TrackWise, more than 50 of Coloplast’s customer care consultants now rely on the platform for logging and resolution of customer complaints. Benefits realized thus far include:
- Increased performance of the global complaints process. TrackWise has allowed Coloplast to run smoother, more efficient complaint management. Once a major administrative task, with little margin for error, TrackWise has now made the compilation of customer complaints reports much easier across the globe.
- Better preparedness for auditors. Like many life sciences organizations, Coloplast is audited at least once a year by external parties and regulatory authorities. The number of audits increases annually if there are quality-related complaints made. By ensuring that all the required customer complaint data is logged and reported in a timely manner, TrackWise provides a reliable audit trail showing the management, handling and rectification of complaints for when and if a regulatory agency comes calling.
- Easier access to data. Consolidating customer complaint data on one platform has given the local Coloplast team easy access to data no matter where they are located. No longer having to wait hours, or even days for information, with all the complaint handling happening on the same server, information is available in real-time, which makes for better global collaboration and faster overall complaint resolution.
“We chose to replace our customer complaint system first because it is truly a multinational process. Once TrackWise was implemented, we would then have assurance that it would work globally – in our offices in Japan, the United States, the Middle East – everywhere,” said Dahlgaard.
