Project ID: 1274 | Branch group: Life Science | Branch: pharmaceutical industry
Complaints system
Project start/end: 01.08.1998 - 30.11.2003
Short description:
Developing a new system (help desk application) to be used around the world for managing and processing customer complaints and customer inquiries.
Supplement:
Complaints are output by means of the serial letters functions in Word. The application includes a connection to the Outlook e-mail system.
Technical description:
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.