Using Orcanos Complaint Management System helps you manage all those challenges for your medical device project, and support the ISO 13485, particularly in the areas of complaint handling, and labeling control. Orcanos Medical integrates its Complaint Management System tool in the application lifecycle management, thus creating a streamline flow of information, tracing all artifacts together in a coherent way, such as Customer complaint-> CAPA-> ECO->Risk, etc.
Orcanos Service Center is a web-based service center that reduces customer service workload, thus assures faster and quality service. Orcanos Service Center is the nerve center of all the service support processes. It allows logging and monitoring service calls, Provide advanced communication tools, and process automation tools such as dynamic workflows Orcanos provides you with the ability to organize, prioritize, track and resolve tickets more efficiently and from one location.
Tsvika Fridman – Customer Service Manager at Real Imaging
With Orcanos Service Center you get to keep track of the Online-chat conversations which are logged into Orcanos database, thus allows you to know who else has been working on a ticket and what are the decisions made.
Orcanos lets you track the lifecycle of a ticket, from the moment it is created, through resolution and closure. Using a dynamic workflow, you can define the lifecycle of a ticket, auto-assignment to an agent on each phase, and trigger email notifications both for customers and company stakeholders
Orcanos provides a dynamic filters creation tool and a personal dashboard that help you review service calls from a specific site or customer, including integration to Google map that allows you to locate the best agent to handle specific cases.