Teleflex: Customised complaints module enhances global operations

About the client

Teleflex, a global provider of medical technologies, has been using Singlepoint since 2014. 

Spearheaded by their Belgian facility, the company utilises a customised Customer Complaints module. This solution serves over 100 users across continents, reaching from Australia to Europe, and is set to expand into India, the USA, and Asia. Teleflex’s system is hosted, offering the flexibility needed for their international operations.

Support at every step

The challenge

Prior to Singlepoint, Teleflex’s complaint handling was inconsistent and labour-intensive, managed through a manual system. Various countries used disparate tools and processes. Service errors were processed through emails and document attachments, leading to significant administrative work.

The system was prone to errors due to the absence of controlled input fields and lacked the capability for effective reporting.

Our solution

Singlepoint introduced a tailor-made Customer Complaints module that revolutionised Teleflex’s approach. It centralised the complaint management process, ensuring uniformity in data entry and enabling easy generation of reports. This innovation eradicated the risk of duplicating error reports for the same delivery number, enhancing both efficiency and transparency.

The Results

The implementation of Singlepoint’s module has yielded a more streamlined, transparent, and time-saving system. The system’s swift processing capabilities and the enhanced visibility it offers to various departments have made training new users a simple and expedient process. 

“Our system is now more efficient, transparent, saves lots of time and there are no longer duplications as only one error can be reported for one delivery number.

Our users find it much faster than the previous manual system, there is visibility to other departments who can access certain data and training is very quick and easy as it’s straightforward and not hard to use.”

Tineke Soors, Senior Quality Engineer

 

View more case studies

The Mentholatum Company: Document Management

The Mentholatum Company: Document Management

The Mentholatum Company, a US-based developer of OTC products, faced challenges with document management and regulatory compliance under FDA and cGMP guidelines. Adopting Singlepoint’s Document Management System, they transformed their paper-based system into a digital powerhouse, enhancing document security, access control, and audit readiness.

read more
Hitachi Rail: Multi-site implementation

Hitachi Rail: Multi-site implementation

Hitachi Rail Europe, Ltd. is a wholly owned subsidiary of Hitachi, Ltd. and a total railway system supplier offering rolling stock, traction equipment, signalling, traffic management systems and maintenance centres.

read more
Fablink: NPI and APQP

Fablink: NPI and APQP

Fablink redefines project management in the automotive industry with Singlepoint, gaining total visibility into NPI and APQP tasks

read more