Project ID: 1274 | Branch group: Life Science | Branch: pharmaceutical industry
Project start/end: 01.08.1998 - 30.11.2003
Developing a new system (help desk application) to be used around the world for managing and processing customer complaints and customer inquiries.
Complaints are output by means of the serial letters functions in Word. The application includes a connection to the Outlook e-mail system.
The complaints system covers the following areas: diagnostic equipment, biochemicals, health care. The complaints cycle is as follows: receipt, assessment and further processing of complaints, customer management and other information about products. Furthermore, complaints that need to be reported are processed in a special subarea of the application. Each complaint passes through three different stages (statuses) and includes a certificate detailing how long it was in each processing stage. In addition to this, data is copied to a second database each day, where the data is prepared graphically by means of an Access application. An intranet application for displaying the data also uses the exported data.