Evaluating Complaint Management Software
To design and configure new complaint management software for your organization a developer, project manager or end user will find it helpful to begin with an objective assessment of the current complaint management process followed by listing the requirements and desired software features.
Everest offers a way for organizations to rapidly improve the current complaint management process with a proven complaint management software solution.
Define the Scope and Objectives
Determine what will be tracked, i.e. customer complaints, corrective actions, supplier corrective actions, internal quality issues. Review what departments will need to use the software, i.e. customer service, quality assurance, manufacturing etc.
Specify your high-level objectives: Improve Quality Measures, Faster Customer Service, Productivity, Turnaround Time, etc.
Software Specifications
Choose key users from each department to determine the specific software functionality that is required. The requirements should be documented and desired functionality should be classified as “must have” and “nice to have”.
Contact Lynk Software to receive specifications template that you can use as a starting point to document your specific requirements.
Decide on a final decision making strategy. It is very important to gain feedback on desired functionality from all key user departments, however, it is very difficult to have 100% consensus among a group of users. A “decision making” group of no more than three people should be responsible for the final selection or recommendation.
Evaluating Software
Research possible software solutions and evaluate them against your documented requirements. This will be a learning process, revise your specifications document as needed, you may find that “must have” features are not as important as you originally thought, or you may find new features in a product that will be added to the “nice to have” list.
Narrow your detailed evaluation down to three options. Schedule a guided web-based demo to discuss the software in detail and to address your specific requirements. Keep in mind that you are evaluating both the software and the vendor. Both should be a good fit for your requirements and your company.
Related Links:
Complaint Handling Systems
Complaint Tracking Software
Customer Complaint Management
Customer Complaint Tracking
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Evaluating Complaint Management Software