Complaint management systems are being used by more and more companies who are dedicated to retain customers and make improvements in customer satisfaction.

The design and configuration of a new complaint management system into your business is often helped by beginning with an objective assessment of the current complaint management process followed by listing the requirements and desired software features that are needed.

Then define the scope and objectives of the software. What will be tracked? For example corrective actions, customer complaints, supplier corrective actions, internal issues etc, are all items that can be considered. Then make a review of all the internal departments which will need to use the software, i.e. sales, quality assurance, customer service, manufacturing etc.

Also decide on your high-level objectives from using the complaint management system. This can include quality improvements, better customer service levels, increased productivity etc.

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