How we use Unifize to manage customer complaints

In this video, Erica outlines how her team efficiently manages customer complaints using Unifize. Complaints are logged and tracked, allowing for trend analysis and investigations into specific product lots when needed. While not all complaints lead to formal investigations, all instances are recorded for accountability. The process of entering complaints into the system is quick, generally taking less than 10 minutes. However, more complex cases requiring third-party involvement take longer. Erica emphasizes Unifize's role in keeping the complaint resolution process streamlined and organized, ensuring timely and effective handling of customer issues.

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Transcript

00:00 - 00:08
So we receive customer complaints from our customer service department and we keep a record or documentation of that in Unifize.

00:08 - 00:20
And we can also, track trends and such if certain products that we're seeing that gets a lot of customer complaints. If it's a particular lot that has a customer complaint and we need to do an investigation.

00:20 - 00:27
So just know, we just keep everything streamlined within that particular conversation is very helpful.

00:27 - 00:32
With the customer complaints, Not every customer complaint is investigated.

00:32 - 00:46
We don't necessarily take it to another level in a sense, depending on what it is, sometimes it could be a customer's product was shipped in, it could be something within the post office where the package was damaged or something of that nature.

00:46 - 00:54
But we do keep track of that because if it's an issue with the post office, then we would investigate that the process of entering customer complaints, I'll just say I have all the information, no more than 10 minutes to get it into the system.

00:54 - 01:03
If something needs to be investigated, it takes a little longer because we may need to contact third parties and search in our contract manufacturers, things of that nature, those particular complaints aren’t closed out until we complete the investigation.

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Transcript

But what we've known from what I experience was, is we were able to get there with the system. We still there with the system. The system has what is needed to provide us what we're looking for, because every company, admittedly, is trying to get compliant. If we educate people, if we get people the education that they need and to get over the fear factor, I think 90% of those things can be resolved because most people will go to what they're most familiar with.What I worked with from a different company, but they're not willing to sit down and look at what the demographics are saying. People are into social media now. People are moving fast into fast paced world. But technologies are still antiquated. So there's a disconnect here, right? So while we're moving at a fast pace at home with dragging at work, so why can't we continue that speed while we at work?If your supplier has issues and you're not informed on time, you want to have an alternate supplier in place. If your suppliers are not qualified, you may not know that that needs to happen. And so when you have an integrated system that speaks to itself and is giving you all this data, you literally have the pulse of the organization in your hands as an executive at a money bound access.

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