The customer has decided to set up a worldwide database, which handles all internal and external complaints, internal corrective actions, quality system non-conformances and all other kinds of call received by the customer service center. The systems also handles request for actions, which could too be a result of a call.
Lotus Notes/Domino has been chosen as the technical platform for this database. Some advantages of using Lotus Notes/Domino in this scope are:
- Ability to create easily an application, which can be run either under Lotus Notes or common Web Browsers
- Usage of other customer resources, as Lotus Notes is the strategic communication system within the company

The basic targets of the system project are:
- A worldwide unique system for handling and working with complaints, which allows different local workflows, covering local requirements
- A global information tool for statistically analysis of all events to get a global and a local overview of claims registration and evaluation.
- To assure that corrective actions will be initiated, followed up and closed
- This system has additionally to fulfill the requirements of the U.S. Food and Drug Administration (“FDA”)