Complaint Management
Manage Complaints
From Intake to Resolution.
Capture complaint information, complete and assess each record, and manage investigation and resolution in one configurable workflow.
A Controlled Workflow
From Intake to Resolution.
Intake
Assessment
Investigation
Disposition
Resolution
Complaint Intake
Capture Complaints From
the Sources You Use.
Bring complaint information into Cytodyme from email, call transcripts, or direct entry and organize it into a structured complaint record.
Email intake
Forward complaint emails into Cytodyme for intake and processing.
Call transcripts
Use transcripts from customer calls as complaint source information.
Direct entry
Enter complaint information directly when no digital source is available.
Structured capture
Organize incoming information into the fields and sections required by your complaint process.
Complaint Assessment
Complete and Assess
Each Complaint.
Identify missing information, follow up for what is needed, and evaluate complaint coding with the supporting information available for review.
Missing information
Identify required complaint information that has not yet been captured.
Reporting information
Capture the information and dates needed to support regulatory reporting.
Suggested coding
Surface applicable complaint or failure codes based on the information provided.
Human review
Review and approve coding and other complaint determinations before they are finalized.
Complaint Workflow
Manage Each Complaint
Through Resolution.
Move complaints through the review, investigation, disposition, and resolution steps required by your process.
Structured investigation
Capture investigation information and findings within the complaint record.
Configurable steps
Define the sections and stages required by your complaint process.
Disposition
Document how the complaint is handled before moving it toward resolution.
Controlled completion
Complete required review and sign-off before closing the complaint.
Beyond the Complaint
Connect Each Complaint
to the Bigger Picture.
Connected Quality
Connect Complaints to
Downstream Quality.
Link complaints to related nonconformances and CAPAs so the issue, investigation, and resulting Quality activity remain traceable.
Related quality records
Connect complaints to NCs and CAPAs when further action is required.
Linked traceability
Keep the complaint and resulting Quality activity connected as work progresses.
Complaint Visibility
See What Is Happening
Across Complaints.
Track complaint activity across your organization and give teams visibility into status, volume, and trends.
Complaint trends
See complaint activity and patterns across products and time periods.
Status visibility
See where complaints stand across the workflow.
Still Have Questions?
Still have questions? We’ve got you covered.
If it’s not covered here, reach out or book a demo to see Cytodyme in action.
Can Cytodyme work with our existing complaint process?
Yes. Complaint forms, fields, stages, coding, and approval requirements can be configured around your existing process. If you already have an established complaint form or workflow, it can be used as the starting point for configuring Cytodyme rather than requiring your team to adopt a fixed structure.
How can complaints get into Cytodyme?
Complaint information can be captured from sources including forwarded emails, call transcripts, and direct entry. Cytodyme can use that information to populate the complaint record and identify required information that may still be missing.
Does Cytodyme decide whether a complaint is reportable?
Cytodyme can help organize the information needed for regulatory assessment, surface missing information, and support complaint coding, but the appropriate user remains responsible for regulatory determinations and approvals.
Can Cytodyme support our complaint coding requirements?
Yes. Complaint and failure codes can be configured for your process, including IMDRF codes where applicable. Cytodyme can surface suggested codes based on the complaint information, with users reviewing and approving the final selection.
Can complaints connect to nonconformances and CAPAs?
Yes. Complaints can be linked to related Quality records, including nonconformances and CAPAs, so teams can move between the originating complaint and resulting Quality activity while maintaining the relationship between the records.