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ComplianceMetrix

Incident Management

Resolve product related incidents efficiently

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CMX1's Incident Management module provides your retail locations an easy-to-use electronic form to report issues whenever delivered product is damaged, out-of-date or doesn't meet your quality requirements. Manage incidents involving guests and employees, or delivery related issues with your distributors, as well. 

A systematic approach

Delays in getting credit or replacement product for your locations costs money and can impact customer satisfaction. Identifying systemic issues and taking action is critical in mitigating risk. CMX1's Incident Management module is designed to ensure the appropriate parties are involved, and that the right steps are followed for resolution. Each case is associated with the reporting location, the type of issue, the product and the associated supplier, which at a chain-wide level, provides key reporting metrics on which partners and products are excelling and which are falling short of expectations.

01l - Incident Management - Reporting Form 1
01l - Incident Management - Reporting Form 2
01l - Incident Management - Case Queue
David Abney (2)

"Managing product incidents and recalls effectively is critical to our business and can also be one of the most challenging responsibilities we have as a QA Team. After implementing CMX1's Incidents & Recalls we’ve experienced measurable improvements in our speed to respond and resolve product-related issues."

David Abney Vice President of Quality Assurance at Sonic

Features that go the extra mile

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Simple and Quick Reporting Forms

Locations can quickly and easily report incidents. No login required. Locations simply enter identifying product information, some information regarding the issue, an optional picture, and the desired resolution. CMX1 does the rest.

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Automated Case Management

Utilizing all of the supply chain relationship and product information in CMX1, cases get routed to the appropriate distributor and/or supplier depending on the issue type for resolution. Business rules can automatically escalate cases to QA based on keywords, disputes, or elapsed time triggers.

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Faster Resolution, Credits and Replacements

The entire process is designed to automate the resolution of issues, only involve the QA and Accounting teams when necessary, and get credits or replacement products to your locations as fast as possible.

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Monitoring, Trend Reporting and SCARs

CMX1 monitors all incidents reported and automatically notifies your team when trends are detected for a particular supplier or product. Too many issues within a designated time frame can initiate Supplier Corrective Action Requests (SCARs) requiring suppliers to provide Preventative Actions and Corrective Actions documentation.

The CMX1 Platform

One platform for quality, risk and compliance

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Know and manage your Partners

Gain control and transparency over your entire supply chain and partner network

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<Insert module name> is one of our Supplier Management solutions. You can implement it as a stand alone module, or as part of the complete CMX1 Platform.

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Deliver quality Products & Services

Ensure the quality, compliance, and safety of your products and services

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<Insert module name> is one of our Supplier Management solutions. You can implement it as a stand alone module, or as part of the complete CMX1 Platform.

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Drive Location performance

Know your stores, restaurants, and facilities are compliant and executing with consistency

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Incident Management is one of our Location Management solutions. You can implement it as a stand alone module, or as part of the complete CMX1 Platform.

Incident Management is one of our Location Management solutions. You can implement it as a stand alone module, or as part of the complete CMX1 Platform.

Book a demo

We’re ready to discuss your challenges and demonstrate how CMX can help you achieve quality excellence across your organization, whether you’re a regional chain or a global giant. Enter your details to arrange a call or demo on a day that suits you.

Or give us a call and speak with an expert (858) 866-8888

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