Complaints Management: From Scattered Spreadsheets to Systematic Resolution
Turn complaints into continuous improvement—with zero manual follow-up.
In regulated industries like food and chemicals, every customer complaint needs to be documented, followed up, and closed with corrective actions. But most companies still manage this with Excel or email. That’s risky—not just for audits, but for product quality, traceability, and brand reputation.
- Complaints are logged manually with no alerts or follow-up tracking.
- No audit trail to show how complaints were handled or by whom.
- Difficult to link complaints to specific batches or production data.
- No centralized view—data is scattered across Excel, email, and other departments.
- Inability to detect recurring issues or perform root cause analysis.
In short: Missed follow-ups, failed audits, and undetected trends can lead to repeated quality issues or full batch recalls. Not to mention the extra admin time and lost customer trust.
Ovinto centralizes and automates the full complaints management process—logging, follow-up, accountability, and insights—all connected to your production and traceability data.
- Connect: Link complaint inputs (email, form, CRM) to the Ovinto platform. Integrate with your ERP, MES, and traceability systems to match complaints with production data and batch history.
- Orchestrate: Automatically assign complaints to the right person or team. Set deadlines, notifications, and escalation paths. Log corrective and preventive actions (CAPAs) and track completion.
- Deliver: Full audit trail for every complaint: who handled it, when, what action was taken. Root cause analysis through links to production and quality data. Real-time dashboards and reporting for trend analysis.
Configured for you. No IT involvement necessary.
Visibility
- Every complaint tracked, from intake to resolution, in one central system.
- Transparent logs for auditors, QA teams, and leadership.
Insights
- Spot trends across products, batches, lines, or suppliers.
- Data-driven root cause analysis and continuous improvement.
Control
- Assigned ownership and deadlines for all follow-up actions.
- Fewer missed responses, faster turnaround.
- Reduced audit risk and stronger compliance posture.
A food processor used to manage complaints in Excel and email. After implementing Ovinto, they centralized over 1,200 annual complaints into a single platform, reduced missed follow-ups by 90%, and identified two recurring production issues—preventing a costly product recall.
Take Control of Complaints Before They Become Recalls
Automate complaint handling, ensure full traceability, and turn issues into continuous improvement.
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Start optimizing your operations today. No need to wait for a systems overhaul
