If your company is dependent on repeat customers then installing a complaints management system requires that you have certain information gathered before the implementation process. A good place to start is with your complaints management procedures. Do the staff have access to the procedures and is the staff including top management knowledgeable of the procedures? What about your customers? Do they have access to the customer complaint management system?
Other things to consider include: Are employees trained in complaint management and have they been given the authority to deal with complaints with escalation to higher levels of management if the complaint is serious. Does the complaint data in the form of reports go to top management and quality control?