This article is part of our CloudSuite Industrial Feature Focus series.
Each post highlights a specific feature within Infor CloudSuite Industrial (CSI). In this one, we’re exploring Customer Complaint Reporting (CCR), a centralized function in the Quality module that lets you capture and resolve customer issues with full traceability.
Here’s what we’re focusing on today:
- Feature: Customer Complaint Reporting (CCR)
- Module: Quality Management
- Product: Infor CloudSuite Industrial ERP
Customer Complaint Reporting Overview
CSI’s Quality Control module includes a structured way to log, track, and respond to customer complaints. When a customer reports a product or service issue, whether it leads to a return, quality investigation, or corrective action, it all starts with a customer complaint record in CSI.
These complaints serve as the system's root record. From there, they can trigger downstream actions like a non-conformance report, Material Review Report (MRR), Corrective Action Report (CAR), or RMA. All related documentation stays linked to the original complaint, so teams can analyze trends and outcomes later.
CSI also allows users to assign complaints, track status, and enforce escalation procedures, ensuring customer concerns are addressed. It’s a critical component of a closed-loop quality system.
Expert’s Take on Customer Complaint Reporting
Nick Mendolia, Director of Client Solutions at Visual South, explains how CCR fits into CSI’s broader quality system:
“Most companies use the customer complaint form like a call center log. It’s the starting point for anything that might turn into a return, a non-conformance, or corrective action.”
He notes that each complaint becomes a container for the full history. “It ties all the records together—CARs, RMAs, MRRs—so you can drill back to the original issue and see the full chain of events,” Nick says.
That centralized visibility is often what’s missing when manufacturers use spreadsheets or email to track complaints. “With CSI, you don’t have to dig through emails to figure out what happened. It’s all structured and linked,” he adds.
Quality Management Micro Demo
Want to see how quality control works in CloudSuite Industrial? Watch this short micro-demo, part of our 20-video demo series on CSI.
Related CloudSuite Industrial Resources
- Supplier Management
- Tracking Job Quality
- Non-conformance Tracking
- Customer Requirements & Certifications
Want to explore more about CSI’s quality management capabilities? Let’s talk.
Want to see CloudSuite Industrial in action? Access the full demo gallery below.
