Managing Your Business Processes
Customer complaint management Customer management program

Customer Management Program that improves relationship with customers and helps Customer Complaint Management

Reduce administration costs. Improve Problem Reporting and Resolution. Implement Satisfaction Surveys

CustomerQuest: Customer Management Program & Customer Complaint Management Software

Achieve 20% reduction of administration costs associated with customer management. Define master customer data. Manage customer complaints, resulting RMA and workflows around dealing with Credit Memos. Manage key correspondences - bulletin board concept - sales calls, visit reports, customer audits, meeting minutes, complaints and anything which is key to the customer. Manage customer satisfaction programs. Explore ISOQuest's external user functionality. Generate tasks involving cross-functional personnel when addressing customer issues - explore IQ's world-class Task Manager

The following value to the organization is realized as a result of the Customer Complaint Software Module

  • Provide secured central bulletin board concept for managing customer information
    • Remove the dependence on personal files (paper, email, intranet) for key supplier information. Information may include:
      • Contacts
      • Contracts
      • Customer incoming correspondences
      • Customer out going correspondence
      • Nonconformance events
      • Performance data
      • Price negotiations
  • Provide secured access to external parties such a Customer Organizations for truly collaborative work related to customer issues such as
    • Nonconformance reporting and resolution. Imagine the scenario
      • You are the Quality Assurance Manager and the customer ABC Inc. (actually Mary Bush) issues a nonconformance to you.
      • You are notified and when you log in you see a task in your task manager.
      • You process the nonconformance and determine that it requires a formal corrective action
      • You create a CAR on your ISOQuest system, appropriately fills in the required fields (root cause etc) and prepares a corrective action (CA) plan for your customer's approval (Mary Bush or some other defined customer representative)
    • The CA plan is automatically submitted for approval to defined parties which may include a serial or parallel process
      • After the approval, You are notified so that you may continue working on the CAR.
      • In this case, Mary the customer representative is a secured extension of yourorganization in terms of the problem reporting and resolution efforts of your organization
      • See the value description of the CPARQuest module
  • Develop and manage a Customer Satisfaction Survey Program
    • Develop Customer Satisfaction Survey Scheduleul
      • Automatically notify defined parties for execution of evaluation/survey activities
      • Implement a quantitative rating system
      • Define WEIGHTED evaluation criteria
  • Improve the workflow, reduce the administration of working with RMA, Debit/Credit notes, etc
    • This aspect of CustomerQuest is not to duplicate the functionality of your accounting system, rather to support it.
    • All workflow activities PRIOR to actual processing of the RMA and financial transaction are handled in the CustomerQuest module.
  • Define and manage cross functional tasks related to resolving issues with Customers
    • Throughout all aspects of ISOQuest, the capability is present to define tasks related to issue management/resolution
    • Such tasks define "who has to do what when" in order to address a particular issue. Such cross functional organizational tasking is critical to the business of problem/issue management, reducing the need for time-consuming and ineffective meetings
Client Testimonials
  • I am personally very pleased with ISOQuest, and with the responsiveness with which you have made changes requested by us.
    The feedback from users has been consistently positive.

    Robin Dhillon
    Manager, PMCC and ISO Quality Office
    BMO (Bank of Montreal)

  • GQI has exceeded our expectations in every way. Their customer support is outstanding and the software is maintenance free, our IT department calls it "Hands Off" software. The Quality Assurance Group is now able to focus on the content of the system rather than upkeep and trouble shooting.

    Frederick Smith
    Quality Engineer
    H. C. Starck Inc.

  • The ISOQuest software is invaluable to our company in maintaining our QS9000 certification. It has become the backbone in our quality system. The documentation control, internal audit, and non-conformance/corrective action/preventative action modules have proven to be particularly effective. The software is easy to use, intuitive, and because of this, accepted throughout the company.

    Paul Roppel
    Quality Manager
    DMC-2 Canada Corp.

  • Based on our evaluations and risk assessments, ISOQuest was the best fit for our company.
    Since we have installed ISOQuest at our facility, our document control system has received commendations in ISO and Safety audits on its use at all levels of our facility, ease of access of procedures and detailed training records for employees.

    Ralph M Stevens
    Training Coordinator
    CYRO Industries

  • ISOQuest is one of the best multifunctional, integrated packages for QA and related tools. The integration and the high automatic features make this an exceptional package for any company.

    Ivan Brinovcar
    QS 9000 Management Representative
    General Seating of Canada

  • While other products appeared to adequately meet our needs, we felt that ISOQuest would best meet our needs in the areas of user interface, functionality, cost, training and support – and GQI has delivered.
    ISO Quest played a major role in helping us obtain ISO 9002 certification in a very short timeframe. However, software alone does not make a complete quality system. The technical support and training that was provided by GQI was also fundamental in our success. Not only were we able to achieve ISO 9002 certification, but I believe that we now have in place a top notch quality system that will enable us to maintain this preferred status.

    Richard D. Nelson
    The Electron Corp.

  • We found GQI’s ISOQuest software was closest in meeting our requirements for complete management of the documents and training, ease of use, document linking, and pricing for site use, set-up, training and maintenance.
    The installation and training were well received. Personnel who attended training could immediately see the benefits of the ISOQuest system versus the current paper system. We are very pleased with how ISOQuest is working.

    Linda Dodd
    QA Manager
    Leiner-Davis Gelatin

  • ISOQuest has reduced the costs of maintaining our quality system while at the same time improving it. In my department alone, the software has allowed my Quality System Administrator to assume additional tasks as she now longer is required to devote all of her time to quality system maintenance. Also, the ease of use has allowed all departments to utilize the ISOQuest software to enhance their area of the quality system, involving our overall quality without significant investment.

    Paul Roppel
    Quality Manager
    DMC-2 Canada Corp.

  • The service provided by GQI is impeccable. From initial training and setup, to integration with our networks, to additional specialized programming, GQI personnel have be professional and have worked closely with DMC-2 personnel to ensure the success of the ISOQuest software.

    Paul Roppel
    Quality Manager
    DMC-2 Canada Corp.

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