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When selecting Customer Complaint Tracking Software three primary options are available:
1) Purchase a module that is included within a larger CRM or ERP system
2) Purchase a “Best-of-Breed” solution focused specifically on complaint management
3) Develop the system in house with staff programmers
Best-of-Breed Advantage

Many CRM or ERP systems contain a “customer service or support” module that provide basic call tracking and product return functionality. If your organization needs to manage a detailed customer complaint procedure and analyze customer complaint information, then a specific complaint management software solution, i.e. “best-of-breed” solution, will be the best choice.

In “Complaint Management: The Heart of CRM”, the authors recommend the best-of-breed strategy for most companies, “Best-of-breed solutions are in most cases based on a better complaint-management concept and feature a greater functional range, the result of which is that they may in part provide more efficient processes and require fewer adjustments and often prove to be more cost effective in the end.”

Off the Shelf Advantage

Our expertise comes from over 30 years of software application development for customers across all different industries. With extensive knowledge specific to the development of customer complaint and corrective action tracking software, we understand the trade off decisions that organizations make as they consider in-house development vs. buying a commercial off the shelf solution such as Everest – Customer Focused Quality.

Compared to in-house software development of the same type of solution, one of the key factors to consider is project resource allocation. Significant issues to consider include:
  • The development time and internal resources necessary to create the desired functionality
  • The talent and resources needed to maintain and update the system
  • The effort required to become a subject matter expert
  • The responsibility to keep the system tuned with the latest technical advancements
An internal development team may possess the programming skills and even the lengthy development time that may be required, however the extensive and on-going refinement of Everest keeps it consistently ahead of in-house systems. The latest technological advancements and cross-industry best practices are rigorously reviewed and integrated into the program. Our software expertise is unmatched because of the simple fact that Everest – Customer Focused Quality is all that we do at Lynk Software.
 

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Everest Complaint Tracking Software