ISO9001:2015 for Customer Support Department using CRM Software solution

We are going to look at the Customer Support department in this session. You may called Service Department or Customer Service department.

First let us review all the mandatory documents in your ISO9001:2015: See the following list:

Monitoring and measuring equipment calibration records* (clause 7.1.5.1)

?Records of training, skills, experience and qualifications (clause 7.2)

?Product/service requirements review records (clause 8.2.3.2)

?Record about design and development outputs review* (clause 8.3.2)

?Records about design and development inputs* (clause 8.3.3)

?Records of design and development controls* (clause 8.3.4)

?Records of design and development outputs *(clause 8.3.5)

?Design and development changes records* (clause 8.3.6)

?Characteristics of product to be produced and service to be provided (clause 8.5.1)

?Records about customer property (clause 8.5.3)

?Production/service provision change control records (clause 8.5.6)

?Record of conformity of product/service with acceptance criteria (clause 8.6)

Record of nonconforming outputs (clause 8.7.2)

Monitoring and measurement results (clause 9.1.1)

Internal audit program (clause 9.2)

Results of internal audits (clause 9.2)

Results of the management review (clause 9.3)

Results of corrective actions (clause 10.1)

Customer Service play a major role in getting the feedback from customers and doing the corrective action and the preventive action.

The CRM Services will do the following:

1. Record all customer feedback ( customer complaints). You may get it from e-mails, complaint form, phone calls, chat or other methods.
2. The system should produce the statistics ( this is the measurement and analysis parts).
3. You will use the system to record your corrective actions. The system will be able to give you the statistics.
4. You can also recommend the preventive actions, what you would do in order to prevent the error from recurring.
5. You should also do Customer Satisfaction survey and do analysis based on the reports.
6. CRM Services software would give you all that: database of the customer complains, errors, corrective actions, preventive actions, what you learn from the errors.

If your CR system handles all that, then your are complying to ISO9001:2015. No need the paper forms since all are inputted into the system.