Register complaints anytime everywhere.
Let your staff register complaints or non-conformances from their mobile phones or tablets. Link a contact form to the Vivaldi complaints solution to allow customers to register complaints from your website. Or trigger the complaint handling process from your CRM or ERP solution.
Know the exact status of each complaint.
Vivaldi shows you the exact status of each complaint. Not only do you know what has been done by who and when, but in the overview lists or visual process map you can also identify the current step of the process and who is taking care of it.
Investigate, correct and improve.
Identify, analyze and track all possible root causes. Launch corrective actions (CAPA) to correct and prevent from happening again.
Register all relevant data in the customizable complaint form, attach all relevant reports or pictures.
The whole workflow process is monitored with deadlines. As soon as tasks become overdue, Vivaldi automatically sends reminder notifications to assigned users and escalates to their managers when needed.
Monitor your complaints data through your dashboards.
The dashboards are easy and smooth to navigate throughout the information and can be customized to present the most valuable data. Use powerful Pareto graphs and Trend analyses to improve product quality and customer retention.
- Flexible ready-to-use workflow processes
- Easy Form Design
- Audit Trail
- Mobile: works on any device
- Connectivity & Integration (API)
- Electronic Signature (21 CFR Part 11)
- Available in the cloud or On-Premise
No news is NOT good news!
A couple of years ago, one of my colleagues at Vivaldi Software had an annoying problem with his mobile phone connection. So, in a fit of temporary insanity, he decided to call his Telco’s helpdesk to complete a support ticket. After submitting the ticket, he patiently waited for someone to call back with a solution. However, a few days turned into a week, and then into several weeks.
A standard process for managing customer complaints
At Vivaldi Software we hear the question almost daily: “What is the best way to manage customer complaints?” Do you have a standard, ready-made process? The answer is not always clear-cut and depends partly on who is asking the question – a small SME with mainly regional B-to-B customers, a government agency or public service or a multinational company wanting to streamline complaints received from end users all over the world. Throughout our 15 years of experience, we have however found and followed one golden rule: “Keep it simple.”