Reducing the time to resolve customer complaints on Unifize
Jesse Kolstad highlights how Unifize expedites the resolution of customer complaints. Offering tools for rapid issue identification and fostering team collaboration, Unifize streamlines the complaint resolution process, ensuring accountability and efficiency in addressing customer concerns.
Transcript

[00:00 - 00:05]
The beauty of the customer complaints conversation that I have and Unifize is that it's immediately connected to the Finished



[00:05 - 00:27]
Good Lot, because customers when they complain, are always talking about a product, a bottle a Lot and rather than having to take what they said and go open file cabinets and emails and looking here and there, you just, oh, this is a Lot. And then just like I can scan it out in the warehouse by connecting that Lot, the Finished Good Lot into the customer complaint thing.



[00:27 - 00:37]
I can see everything about that Lot. So I can do my quality investigation, my root cause analysis right then and there as just by saying, Oh, this is the Lot number on the bottom of that bottle.



[00:37 - 00:56]
Let's take a Non-Conformance that I recently had a it's an email from an outside customer. They say we had problem X and we all we needed was the Lot on the bottom of it and we're already off to the races. I mean, you're already 70% done just by doing that because all of the history of that product and that Lot is in Unifize.



[00:56 - 01:13]
So then you can from there figure out when, where, who, what, why. And it is it is right away the most powerful thing that Unifize does for those kind of quality events is it allows you to see the scope immediately. So is it a is it a one off or is could this be 10,000 bottles



[01:13 - 01:37]
Probably the first most important question when you when you deal with these things and having that answer by virtue of just saying here's the Lot number dramatically decreases the time that it takes to appropriately, effectively investigate and find the true root cause and the impact both financially and from, you know, brand awareness and risk and compliance.

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Transcript

But what we've known from what I experience was, is we were able to get there with the system. We still there with the system. The system has what is needed to provide us what we're looking for, because every company, admittedly, is trying to get compliant. If we educate people, if we get people the education that they need and to get over the fear factor, I think 90% of those things can be resolved because most people will go to what they're most familiar with.What I worked with from a different company, but they're not willing to sit down and look at what the demographics are saying. People are into social media now. People are moving fast into fast paced world. But technologies are still antiquated. So there's a disconnect here, right? So while we're moving at a fast pace at home with dragging at work, so why can't we continue that speed while we at work?If your supplier has issues and you're not informed on time, you want to have an alternate supplier in place. If your suppliers are not qualified, you may not know that that needs to happen. And so when you have an integrated system that speaks to itself and is giving you all this data, you literally have the pulse of the organization in your hands as an executive at a money bound access.

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