Does this sound familiar?

• Customer complaints arrive via email or phone, with incomplete information and the need to request crucial details such as images, documents, or clear references.
• Processing has begun internally, but the status remains opaque to the customer: inquiries increase because it's unclear what has already been checked, what measures are being taken, and when feedback can be expected.
• Root cause analysis and corrective actions exist but are not presented in a structured manner: customers expect traceable steps, often within the framework of an 8D process, but instead receive individual documents and interim results without a clear structure.
• Response times suffer due to media breaks: information is transferred from emails, deadlines are monitored manually, and coordination efforts increase, even though the process could be standardized.
• You want to engage customers digitally without creating technical barriers: access should be online, while simultaneously improving data quality, traceability, and process reliability.

This should be achieved through a robust process

• Structured complaint recording at the source: The customer must be able to record the incident directly within the process, including all relevant information, images, and documents.
• Clear assignment via ERP and traceability: Orders, delivery notes, and affected items, as well as batch, serial number, vehicle, or machine data as needed, must be available for reference.
• Transparent external view: The customer needs a clear status overview that makes progress, open issues, and next steps traceable.
• Standards-compliant documentation of root cause analysis: 8D logic, root cause analysis, immediate actions, corrective actions, and preventive actions must be documented and provided in a structured manner.
• Workflow-based management with deadline monitoring: Responsibilities, deadlines, escalations, proof of effectiveness, and history must be maintained in the system to ensure consistent response times and quality.

Coverage in QS1

• Enables direct online recording of customer complaints in the QS1 customer portal, where customers can add all relevant information, images, and documents in a structured manner.
• Provides ERP master data such as orders, delivery notes, and affected items as a reference and, if required, supports unambiguous assignment via batch, serial number, vehicle, or machine data.
• Gives customers an external view of the processing status, so progress is always traceable, while simultaneously ensuring seamless internal control with transparent management of responsibilities and processing statuses.
• Documents root cause analyses, corrective actions, and 8D reports in a structured way within the system and makes this content readily available in the portal, providing customers with a reliable, standards-compliant overview.
• Manages actions in a workflow-driven manner with deadline monitoring, status logic, and a complete history; all processing steps are documented in an audit-proof manner, thereby increasing traceability and auditability.
• Seamlessly integrates portal processes with centralized complaint management and action management, merging external customer perspectives and internal processing into a single, continuous process.
• Enables management transparency through dashboards and business intelligence (BI) that display key performance indicators (KPIs) such as open complaints, processing times, action status, and escalations.

Your result: Faster response times through complete initial data capture, fewer queries through transparent status views, structured and standards-compliant 8D processing, clear responsibilities and deadline control, higher data quality, and professional, digital complaint handling that simultaneously improves customer satisfaction and process reliability.

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