Article

Managing external complaints digitally with AM System: From problems to improvements

Editorial team
- Case Management
- 3 min reading

Dealing with external complaints is an important part of running a responsible and sustainable business. Whether it is a neighbor of the factory who is disturbed by noise, a stakeholder who experiences a deteriorating traffic situation, or another external party who has concerns about the impact of operations on the environment, these complaints need to be collected and managed in a structured way.

This is not only a matter of building good relations with the environment - it is also part of the requirements of ISO 9001, ISO 14001 and IATF 16949 as well as environmental legislation in Sweden.

With AM Systems' cloud-based service Ärende, the management of external complaints becomes both easier and more systematic. By digitizing the process, a transparent and traceable management is created that enables analysis and improvement of the business.

Why is external complaint handling crucial?

External complaints can arise in many different situations, for example

Environmental issues - for example, noise disturbance, emissions or other environmental factors.
Traffic and logistics - complaints from local residents about heavy traffic, parking situations or disruption from transportation.
Impact of operations on the environment - for example, light pollution, odors or other factors that may be perceived as disturbing by local residents or stakeholders.

Dealing with these complaints in a professional manner is crucial to

Maintain good relations with stakeholders - Prompt and structured handling shows that the organization takes responsibility.
Ensure compliance with laws and standards - Both Swedish environmental legislation and ISO standards require that external complaints are documented and handled systematically.
Improve operations - By analyzing complaints, the organization can identify areas for improvement and prevent future problems.

Smoother complaint handling with AM System

By using the AM System, your organization can collect, manage and follow up on external complaints in a structured, efficient and transparent way. The system makes it easy to implement clear procedures and ensures that each complaint is handled uniformly.

Some of the benefits include:

Clear procedures and responsibilities - The system ensures that complaints quickly reach the right person and that each case has a responsible person.
Standardized handling - Digital forms ensure that all complaints are recorded and processed according to established guidelines.
Cloud-based accessibility - Employees can handle complaints wherever they are, via computer, tablet or mobile.
Traceability and documentation - All actions are automatically logged, allowing for follow-up and analysis, and for everyone to have the same picture of the situation.

How to handle complaints in AM System

1. registration of complaints

Through an intuitive interface in AM System, complaints can be registered directly in the system, via digital forms in Case. Fields can include, for example:

Type of complaint (e.g. noise, traffic, environmental impact).
Stakeholder contact details (if necessary).
Date and details of the complaint.

2. Follow-up and actions

After registration, specific actions can be linked to the case, for example

Investigation of the complaint.
Contact with the complainant for further dialog.
Implementation of measures to reduce the disruption.
Documentation of solutions and communication

3. automatic notifications

When activities are registered in the case, AM System can send automatic notifications to the right person or department. Reminders can also be set to ensure that cases are not left unattended or to help users complete tasks on time.

4. archiving and analysis

Once a complaint has been handled, it is stored in the system, where it can be used for analysis and follow-up. By identifying recurring issues and trends from the collected data, the organization can take proactive measures and reduce the risk of future complaints.

Learning from complaints to improve operations

Managing complaints is not just about solving one-off problems - it is also an opportunity to improve your operations and make it part of your future governance. By analysing the data collected, the organization can draw conclusions about where improvements in processes are needed.

Identify trends - Are there recurring complaints about noise or traffic, for example?
Strengthen the organization's reputation - By responding quickly and professionally to complaints, the organization can build strong trust with stakeholders.
Prevent future problems - By identifying root causes, the organization can take action before complaints arise in similar or different areas.

Features that make a difference

Cloud-based accessibility

Employees can access the system from anywhere at any time, ensuring complaints are handled promptly, efficiently and professionally.

Statistics and reports

AM System offers powerful analytical tools to identify patterns and trends in complaints received. This provides a clear picture of areas for improvement and makes it possible to measure the impact of actions taken.

Smooth collaboration

With the ability to easily distribute tasks between employees, the team can work together effectively. All actions are documented in one place, eliminating duplication and misunderstandings.

Traceability and documentation

AM System logs every step of the process, from registration to closure. Who has done what and when. This ensures that no complaints "fall through the cracks" and allows for easy follow-up during internal or external audits.

Automated workflows

The system can automatically send notifications to responsible persons about the status and actions taken or send reminders for follow-up. This creates a structured and reliable process that ensures complaints are handled by the right person at the right time.

Summary

External complaints are a natural part of doing business, but how they are handled determines how the organization is perceived by those around it. With AM System, organizations can not only handle complaints effectively, but also learn from them and continuously improve their operations.

By standardizing processes, performing tasks efficiently, analyzing patterns, and ensuring that no complaint is overlooked, organizations can not only meet their legal and standards requirements - but also strengthen their reputation and improve their relationships with stakeholders.