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The use of SmartComplaints will be used within Sunrise’s manufacturing sites through integration with the company’s existing ERP software. Pilgrim’s synchronization tools allow Sunrise to populate and update master file data from the existing ERP system and synchronize it with its current database. A second synchronization agent, specifically for complaint handling, pushes collected customer data into the appropriate complaints group to continue with additional information collecting, investigations, and if required, reporting.
“With these expanded capabilities, we will strengthen our product performance and ability to meet and exceed customer service expectations, as well as compliance with regulatory requirements including FDA, HealthCanada and ISO 13485,” says Gary Johnson, Sunrise’s vice president of quality.
“Complaint handling is a critical part of any quality and regulatory compliance program. Enterprisewide use of SmartComplaints takes the worry out of complaint handling and overall regulatory efforts,” says Prashanth Rajendran, Pilgrim’s chief operating officer. “Our solution will allow Sunrise Medical to implement effective and timely resolutions to customer issues, thereby reinforcing its global reputation for quality, compliance and overall excellence.”