We use it for part of our complaints process, but not all of it. It seems to work well for the "front end" for the field teams to more easily report data on complaints. This can be really useful if you have devices where company personnel attend a lot of cases. However, it isn't really a great system for doing a lot of the "back end" of the complaint processes, like investigations, reporting etc. IMO, it is much better just to have systems talk and import the "front end" data from SF to a tool designed to manage complaints - Trackwise or the like.
One challenge with SF that can get overlooked is validation requirements. Typically one of the strengths of SF is that it can be adapted quickly to meet the commercial organizations needs. Trying to use it for processes that require robust validations (beyond that often done for business software implementation) can cause complications - either in poor validation compliance for complaints tools or, just as bad, inability for the business to adapt the tool easily to meet the sales teams needs.
I'm sure it can be done, but often forcing a sub-optimal tool is not worth it. Depending on volumes, it may, as you say, be better to largely stick with paper.
g-
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Ginger Glaser RAC
Chief Technology Officer
MN
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Original Message:
Sent: 29-Jan-2019 22:36
From: Rashmi Pillay
Subject: Software for complaint management
Hi ,
Has anybody used Sales Force their complaint management. We are going to use this and it is in the pilot phase now, however it hasn't quite met our requirements and may be made it more cumbersome than our current manual process.
Thanks & Regards,
Rashmi Pillay
Regulatory Affairs Associate
Ellex
3-4 Second Avenue
Mawson Lakes SA, 5095
W ellex.com
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