Complaint Handling Software From Customer Expressions Can Help Companies Comply with Sarbanes-Oxley, Giga Research says
Ottawa – September 3, 2003 – Giga Research today recognized Customer Expressions as a leading provider of complaint handling software that can be used by companies seeking to comply with the “whistleblower” provisions of the Sarbanes-Oxley Act.
Section 301 of the Sarbanes-Oxley Act requires public companies to establish procedures for the confidential collection, retention and processing of anonymous employee complaints related to questionable accounting or auditing matters.
i-Sight Complaint Handling Software from Customer Expressions provides all of the functionality that Giga Research identified as necessary in order to achieve compliance with the act. This includes:
- Web form for entering complaints (by originator or agent)
- Support for anonymous submissions
- Classification (prioritization)
- Workflow (e.g., routing to reviewers, action items, escalation, flagging for appropriateness, criticality, feedback to submitter)
- Collection of all details related to the complaint, including attachments
- Search capability
- Reporting (e.g., track number of complaints, complaint type, status of resolution, means of resolution)
- Unique audit trail for each complaint
The report by Giga Research, a wholly owned subsidiary of Forrester Research, Inc., notes that many CRM (customer relationship management) software products are not designed to handle anonymous complaints. “Due to the data model requirements of CRM software, a contact must be associated with every complaint,” the report states.
The report concludes that point complaint handling software – such as i-Sight from Customer Expressions – is worthy of consideration by companies that do not use CRM software, or whose CRM system lacks functionality such as support for anonymous submission.
“Giga Research contacted us to learn more about i-Sight and how it could be used for employee complaint handling and reporting,” said Joe Gerard, Vice President of Sales and Marketing for Customer Expressions . “We are very pleased with the report’s finding that i-Sight Complaint Handling Software offers a solution for companies seeking to comply with the Sarbanes-Oxley Act.”
Source: “Looking First to Existing IT Portfolio for Sarbanes-Oxley Complaint Management Functionality” by Erica Rugullies. 2003 Giga Research, a wholly owned subsidiary of Forrester Research Inc.
Based in Ottawa, Canada, Customer Expressions(www.customerexpressions.com) is a leading provider of web-based case management solutions for regulators and enterprises focused on quality assurance and customer service. Customer Expressions has gained an international reputation for best-in-class software that enables managers to improve customer retention and profitability. The privately held firm provides i-Sight, integrated case management software for complaint handling, corrective and preventive action management (CAPA Management), compliance monitoring, and other business processes that require case management.
For further information, please contact:
Joe Gerard, Vice-President, Sales & Marketing
800-465-6089 or media@customerexpressions.com
