Complaint, Inquiry, and Correspondence Case Management

Prelude's Consumer Affairs Reporting Software (PCARS) streamlines consumer complaint tracking, customer inquiries, and correspondence providing an excellent tracking and contact management tool to satisfy due diligence requirements in a timely manner.

Get a quick return on your investment by automating the case management and follow-up activities of your customer complaint tracking and consumer inquiries. If you are spending hours manually writing letters, sending out forms, and doing follow up, the Prelude Consumer Affairs Reporting Software provides a contact manager and business rule based actions to manage your contacts and correspondence.

Contact Management

• Record phone and mail inquiries.
• Record data about the customer and reason for contacting the company.
• Allow access to previous calls by customer tracked by the system.
• Assign a unique tracking number and dates each record.
• Record primary reporter as well as all parties associated with case- patient, doctor, lawyer, and pharmacist.

Case Management

• Generate multiple standard or custom letters. Standard letters and forms based on user definable business rules.
• Letter macros allow paragraphs and sentences to be combined to create a letter from standard parts.
• Letters are customizable at time of generation and stored with each case for future reference.
• Generate questionnaires.
• Automatically move a customer complaint to the medical complaint database.
• Categorize and track inquiry and complaint types for reporting and trending analysis according to the needs of your company.
• Track product refunds.

Corporate Requirements

• Generate quality assurance request.
• Generate reports.
• Keeps all contact and correspondence in case record for audit purposes.
• Record and tracks receipt of products for QA purposes.

Built-In Business Rules

Business rules define the standard set of activities that Case Managers perform while entering and administrating each case.  Once the rules are entered they can be applied to all cases for ease of management and entry.

Each activity is assigned a set of business rules:

• Follow-up activities, letter writing and the sending of questionnaires.
• Automatic entering of planned, actual, and follow-up dates.
• Assignment of the default recipient for letters.
• Concurrent and follow-up activities that are to be generated.
• PCARS can adjust the entries to meet the needs of a specific case.
• Business rules can assign follow-up dates for as many as four automatically generated Actions.

The Prelude Adverse Events Reporting Software (PAERS) is the companion product to PCARS and provides a complete adverse events reporting system for Medical Affairs? FDA mandated reports.

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