Customer cases

Customer cases gives complaints a front door. A complaint received by phone, email or a visit becomes a numbered case for a client, with its contact, the order, the delivery, the product and the lot it is about, a severity (the impact on the customer) and a priority (the order you work it in). Each case runs on the clocks your contract states: first response, resolution, and resolution excluding the time you spent waiting on the customer. Targets are set per priority, counted in calendar minutes or in your service hours, and pause automatically while the case awaits the customer. A sweep every fifteen minutes warns before a target is missed and records the breach when it is, so the case owner and their team are told in time. When the complaint is a quality problem, Raise a nonconformance creates the NCR in Quality with the client, product, lot and quantity already filled in. The case stays separately closable: the customer gets their answer on the contractual clock while quality runs its own investigation, and a case of high severity cannot be closed while a corrective action on its NCR is still open. Customer cases works with Clients Management, Contacts, Sales Orders, Stock Moves, Lots & Serial Numbers, Nonconformance Reports and CAPA.