Field Quality
Some of the key challenges faced by various businesses in managing complaints from customers and consumers is the inability to get structured, useful and timely data from the field to address such complaints. Organisations depend on field quality inspectors, sales teams and customer quality teams who submit data and/or information in an unstructured format – sometimes with critical information missing, which prevents a satisfactory and timely redressal of complaints, leading to commercial settlement of complaints without and effective RCA which would help prevent a recurrence of such complaints in future. This approach leads to significant organisational stress and increased costs which are preventable.
Stratera provides a robust solution that can…
- Digitise complaints recording via phone and/or tab apps.
- Mandate data fields managed through the self-service portal to ensure critical information, images, Bar/QR codes and videos are captured to enable a thorough RCA.
- GIS integration for mapview
- Send alerts and notifications to concerned personnel to complete scheduled complaints data recording.
- Help system-based escalation for resolution and RCA management as per defined SOPs.
- Enable end-to-end traceability of quality including line quality personnel involved for improved RCA.
- Provide real-time visibility of defects data from multiple customers and/or consumers to various decision makers – one version of truth.
These are some of the features which will help businesses address genuine defects, ensure proper RCA to prevent the same defect recurring, and reduce cost of commercial settlement of complaints without understanding the reason for the defects.
