Product Complaints
The management of product quality complaints often requires a significant amount of communication with the customer as well as activity within the company. Existing complaint systems poorly handle the communication with the originator of the complaint, focusing on the management of activities such as investigation tracking and reimbursement or replacement handling. The Information Request Management System (IRMS) is the worlds leading medical information software package and has excellent correspondence management tools. IRMS clients often receive product quality complaints initially in the medical information departments.IRMS-PC is Online Business Application’s Product Complaint solution that offers our clients the ability to capture and process Product Quality Complaint information with an integrated module for the Information Request Management System (IRMS).
IRMS-PC is used for either completely handling all of the product complaint tracking and correspondence data from within IRMS, or simply capturing required information necessary to electronically transfer a product complaint to another system. IRMS-PC provides an integrated, easy to use, cost effective solution.
IRMS-PC allows for the capture of the source and nature of a complaint as well as the manufacture, NDC and lot information.
Activity can be tracked including sample return, investigation initiation, reimbursement or replacement and follow- up. IRMS-PC can provide for the generation of appropriate forms and requests as well as automatically setting follow-up dates and actions based upon client defined business rules.
IRMS-PC can store and track all activity related to an investigation, including regular updates and an investigation summary. IRMS-PC can also be used to initiate the complaint and transfer the appropriate data to an external complaint system.
All this, coupled with IRMS’s contact management and letter generation capabilities, delivers a robust product complaint solution. Integration with IRMS means real-time lower case transfer, elimination of double data entry and full electronic record tracking and reporting.