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Incident Management Software

Quickly resolve incidents

Complaint management software from CMX helps resolve food quality incidents and product quality incidents faster.

CMX1's Incident Management provides your employees an easy-to-use web-based system for reporting and quickly resolving product quality, delivery, employee, and guest-related issues.

Case management automation speeds the resolution and processing of incidents involving people, equipment, or credit when products are damaged from delivery, out-of-date, contain foreign objects, or don't meet quality requirements. 

Product Withdrawals and Recalls are costly and increasing

656

Recalls in 2018 averaging 55 / mon(534 FDA + 122 USDA)

+83%

Class I recalls of meat and poultry are up 83% since 2013

$10M

The average direct cost of a recall to a food company

A systematic approach

Investigating incidents, identifying systemic issues, and taking action is critical in mitigating risk. Delays in getting credit or replacement product for your restaurants or stores cost money and can impact customer satisfaction. CMX1's Incident Management solution includes case management tools and workflow automation 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, equipment, or associated supplier, which at a chain-wide level, provides key reporting metrics and insights.

Report, track and trace product related quality incidents in your restaurant or store.
CMX1’s product complaints software allows restaurants and stores to report quality issues and includes case management workflow automation tools for processing credits and replacements..
Resolve product quality issues faster, take decisive action sooner, all thanks to real-time complaint monitoring tools
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
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

Employees can quickly and easily report incidents. No login required. Simply enter incident details, 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, the involvement of a guest or employee, 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.

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Free OpEx eBook

Written specifically for leaders within the Retail, Hospitality, and Restaurant sectors, this eBook offers insight into how top brands are modernizing their OpEx strategies for greater success in the new era of compliance.

Download ebook More resources

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