Complaint
With batch.
Order journey
Quality problem: record, cause and customer reply across the UK
Work is planned in short stages with a demo at the end of each, so you can steer early. When a customer complaint arrives, the real question is in which batch and on which machine it arose. The system links the defect to batch, machine and shift, assigns the corrective step and prepares the customer reply from the record.
- English and community languages
- Bacs and GBP
- Roles and audit log
Record and cause
The complaint is opened with customer, order and batch number; photos and a description are added. The system shows other products made in the same batch and the related measurement records, and the cause analysis starts from this data.
The company chooses the root-cause method; the system gathers the data.
Correction and reply
The corrective step is assigned to a person and date; once done a verification note is added. The reply to the customer is prepared from the record, and an authorised person approves it before it is sent by e-mail.
Warranty and liability matters require legal advice.
Your benefits
How we work
- 1
Clarify the need
By e-mail we discuss your processes, roles, existing systems and how data is moved, and set the scope in writing.
- 2
Build and connect
We build the solution around your workflow and connect it to e-mail, calendar, documents and payment.
- 3
Test and launch
We test every flow with realistic cases, train your team and go live only when it is right.
UK-specific points
In the UK customer relationships are long-term and a quick, clear reply builds trust. Replies are prepared in the customer’s language, DE, FR, IT, EN or TR; for legal liability and warranty matters a specialist is consulted.
Frequently asked questions
Can customer complaints be received by e-mail?
Yes; the e-mail content is added to the record and the related order and batch are linked manually or by number.
Can defect statistics be produced?
Yes; defects are ranked by type, machine, batch and period and can be exported.
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