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INTACT treats customer feedback and internal problems in much the same way. After all, an internal problem could lead to a customer complaint if it wasn't addressed before it got to the customer. So in the customer focus section of INTACT, there are:

• Customer complaints
• Customer positive feedback
• Internal problems

The page shown to the right is the customer focus menu. The left hand side of the page controls input of the above factors; the right hand side enables reports to be generated. These reports can be filtered for any combination of:

• Customer
• Department
• Date range
• Customer complaints and/or internal problems

In addition to listing the issues and their related actions, the reports give an analysis by cause and cost.

Click on the buttons on the paicture to see what they do.