Plastics industry company seeks complaint management software with action management

We are a global company in the plastics industry with a total of approx. 4,500 employees (including injection molding and robotics) and are looking for complaint management software with action management.

The software should meet the following requirements, among others:

A connection to Salesforce. (Complaints are entered into the Salesforce cloud solution by the sales employee). The transfer should take place automatically.

Example: A customer reports damaged parts. The sales employee creates the complaint and assigns it to production. It turns out that the damage occurred during assembly. Now a “rewrite” or assignment to the person responsible must be made (root cause analysis).

-> Appropriate measures must now be taken to rectify the error and prevent it from happening again. This must also be visible in the new software. In addition, the accounting part also depends on the processing status of the complaint. Therefore, a connection to the ERP system must also be possible.

Furthermore:

Write back to Salesforce (reasonable interface), workflows, time tracking, 8D report creation, integration of AI (?) -> automated creation of reports, error catalog in the background as a database to cluster and assign certain errors directly.

Approximately 150 software workstations are planned for processors. Approximately 500 people require access, and this number is rising. We work with MS Windows systems. We are open to an on-premises solution or a cloud version.