ECM -XD is used for product complaints handling and product investigation documentation across all operating companies in our global surgery business. It is primarily used as a repository for all information relevant to a customer complaint, including event description, submitted photos, and returned product analyses. It allows staff members from different departments to have common access to complaint information.
- Great cloud integration of information. Saves a lot of space on network drives and eliminates need for local storage of critical documents.
- Very good comprehensive repository of information. Documents of different format and file extensions are allowed for upload and easy to access.
- Regulatory and auditory compliance. This platform facilitates documentation of customer feedback, and thus ensures GMP, ISO, and FDA compliance.
- Customization could be made easier. Often times we instead have blank unused information fields for individual complaint files.
- Record display layout could be optimized. While very comprehensive, it could be difficult to find specific information.
- Mobile compatibility. I haven't seen any support for mobile compatibility. ECM -XD is typically only accessed on laptop and desktop machines in our organization.