Hear every complaint —
and close the loop.
Capture customer feedback and complaints from anywhere — email, phone, the field — categorize and route them for a timely response, and escalate the systemic ones to CAPA so the problem doesn’t come back. A complaint handled well keeps a customer; one that slips through loses them. And because TLM is two apps on one system, your team logs and responds in a browser while quality owns the trends.
Feedback & complaints · routed · responded on time · systemic → CAPA
A complaint handled well is a customer kept.
One inbox for every voice
Complaints, feedback, and compliments — from email, phone, the field, or an automatic post-order survey — all in one place instead of scattered inboxes.
Categorize and route
Each item gets to the right owner with a due date, so nothing sits unanswered while a customer stews.
Respond on time
Track response and resolution targets — because a complaint that ages is a customer quietly walking to a competitor.
Escalate the systemic ones
A recurring complaint opens a CAPA automatically, so you fix the cause, not just the one case.
See the trends
Which products, which issues, which customers — spot the pattern before it turns into churn.
The closed-loop record
The complaint, the response, and the fix — captured, traceable, and audit-ready.
The best feedback system is the one nobody has to remember to use.
Be honest — the hardest part of customer feedback isn’t the software; it’s remembering to open it and type the record in. So TLM doesn’t wait for someone to. The Survey module can automatically invite a customer to a short satisfaction survey after their order — and the responses flow straight in, no one re-keying anything. The ones carrying information worth tracking, investigating, or fixing become formal customer feedback records, ready to escalate to a CAPA or a DCO.
One system. Two apps. The right tool for every person.
TLM runs as a deep desktop/network Main App and a modern browser Web App on one shared database. Your team logs and responds; quality owns the trends and the escalations.
- Configure feedback types, categories, and routing
- Run the whole complaint log and open items
- Set response and resolution targets (SLAs)
- Link feedback to the product, order, and CAPA
- Trend and satisfaction reporting · the complete record
- Configure permissions and escalation rules
- Automatic surveys feed feedback in — the Survey module invites customers after an order, so nothing waits on someone to re-key it
- Log a complaint or a compliment from anywhere
- Respond, update status, and close it out in a browser
- Managers review open and overdue items
- Live dashboards: open, overdue, aging, by product
- Modern web reports — schedule email alerts, and new ones your account rep can spin up fast
Same data, same system — pick the front door that fits the person.
Hear what your customers are really saying.
Ask Claude to summarize the themes and sentiment across your complaints, in plain English, and let Claude Reporting turn months of feedback into the trend your leadership needs — so you catch the pattern while you can still fix it.
A complaint is the start of a fix.
Customer feedback links to the product and order it’s about, opens a CAPA or an RMA when it needs to, feeds your satisfaction metrics, and is a required input to Management Review — so the voice of the customer actually reaches the people who can act on it.
Bring us the complaint you almost missed.
We’ll show you how TLM logs it, routes it, tracks the response, and escalates it to a CAPA when it’s systemic — in a 20-minute demo.
Request a Demo →One of our friendly account reps will be assigned to your account and can walk you through it · No credit card