Are You Single Handedly Managing Consumer Feedback within Your Company? A Tale of How Automation Can Help
There once was a girl who was in charge of managing and analyzing the consumer complaints and feedback of her company. Her job was to ensure that there was a complete record of all complaints with information about the product and the customer. She singlehandedly had to make sure her company was in compliance with FDA and GMP guidelines.
As her company grew and grew, manual processes were getting out of control. She couldn’t keep up it was just too much! She was constantly bombarded with papers and using a manual, paper-based system for the data was just not working anymore. She couldn’t find the time to track even the most critical items. That’s when she knew times have changed and in order to keep up, she would have to turn to the world of automation.
She then implemented an automated Compliance Management System. It was quick and easy to get started. The time to value was minimal. Because of the particular system implemented, she was able to create and shape the system to fit her needs exactly.
Automation was able to improve her overall responsibilities. Gaining control of complaint data through recording and reporting is now quick, simple and efficient. She is able to regularly run reports that uncover trends to see where problems may lie, before they ever start to become an issue. Collecting complaints to improve quality is now manageable from start to finish.
Here are three things automation has simplified:
1. Event Handling: Automation helped to create and assign multiple action items to accelerate the resolution of any problem. With an intuitive workflow to automate the review and approval process, she was able to quickly assign documents to individuals, groups or roles. She also has multiple routing options with conditional options to accommodate even the most complex business processes. Lastly, she is able to automatically send and escalate reminder notifications to assigned users so events do not go unnoticed.
2. Reporting: With new found decision trees, additional and specific forms can easily be configured. With regulatory reporting forms (e.g. eMDR, MHRA, Medsafe) she is able to keep up with compliance between regulatory agencies based on user definable conditions.
3. Investigation and CAPA: Lastly, she is able to automatically inherit complaint data into each investigation. This saves time and improves the overall end result in creating a dual link between the event and its investigation. Now solutions can be found more quickly and clearly. She’s also able to link complaint handling to existing open investigations and link multiple complaints to a single investigation.
She found great value in the implementation of her Complaint Handling system. Automation is able to record all incoming data and risk assessment is able to help guide in any and all decision making, meaning all processes are now handled in a timely and controlled manner...and she lived happily ever after.