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What is best practice in documenting email communications with customers?


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#1 JBright11

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Posted 21 January 2021 - 12:50 AM

Much of our communication regarding customer requirements such as placing product on hold, removing product from hold, shipping schedules, and many other things is conducted via email between our customers and their assigned Customer Service Rep. What is best practice in documenting these types of communications?  We require that customer service representatives maintain all customer communications in marked folders within their email client.  We also retain access to the emails, even should one be inadvertently deleted, through the enterprise mail server. In the case of holds and releases of holds, notes such as "hold placed per Jane Doe via email 1-20-21" are entered as notes in our warehouse management system when the products/lots are placed on hold.....same thing when the hold is removed.  Will this type of system fly for an SQF auditor?

 

 



#2 Setanta

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Posted 21 January 2021 - 12:38 PM

We use a Hold System where we log each item put on hold. We assign it a tag number and keep a sheet where that data is verified and accessible.

 

Then when it is released, we initial who released it and the disposition. Emails can be a good back up, but a central releasing system would be more to SQF's liking

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#3 JBright11

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Posted 21 January 2021 - 01:39 PM

We use a bar-code scanning warehouse management system to place and release holds on inventory and can produce reporting to show all of the criteria on your hold sheet.






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