We’ve discussed many aspects of NPD, NPI, and manufacturing. But what happens after your products ship to customers is critical as well. Many medical device companies today have processes and systems in place to identify product issues and customer complaints. However, few have integrated those systems (e.g., CRM) to capture complaints and issues and actually initiate a closed-loop CAPA management process that is tied directly to the product record.
Depending on your product, connecting the customer feedback directly from systems like Salesforce and Zendesk can help you accelerate the analysis and resolution process to save time and money. More importantly, if your product has a greater effect on patient health—then linking your complaint systems to your QMS system can save lives. Smart thermometer company Kinsa is helping to stop the spread of illness, especially during the Covid-19 pandemic, by linking their customer feedback system (Zendesk) to Arena to speed the customer feedback loop.7