Case Study: Leading Diabetic Care Center improves complaint management with CEPTES Software and TrackWise Digital

Leading Diabetic Care Center - Customer Case Study

Leading Diabetic Care Center needed to replace its unsupported complaint management system, Innovative Quality (IQ), to maintain continuity for complaint handling, medical event reporting, and regulatory processes. The center worked with CEPTES Software to implement TrackWise Digital, a Salesforce AppCloud-based QMS solution, with the goal of improving transparency, communication, reporting quality, and long-term system support.

CEPTES Software migrated legacy case data into TrackWise Digital and built key complaint management capabilities, including complaint handling workflows, multi-complaint decision tree execution, automated regulatory submission records, TIBCO integration for eMDR submissions to the FDA, and e-signature support for sensitive data changes. The result was a more maintainable cloud-based system with less manual effort, stronger integration support, improved compliance handling, and no disruption to third-party integrations.