Case Study: Leading Flash Memory Brand Company achieves automated issue tracking and improved customer satisfaction with MetricStream

Automated And Efficient Product Issue Tracking For Enhanced Customer Satisfaction

A leading flash memory manufacturer serving thousands of retail stores and major OEMs faced growing pains as global sales and product variety surged. Its in-house issue-tracking system could not scale: it missed critical data, required heavy manual entry, lacked ERP integration and automated routing, and provided only basic reporting—making consistent failure analysis, management reviews and customer reporting slow and error-prone.

The company implemented MetricStream’s Enterprise Compliance Platform with Customer Quality Management and CAPA modules to automate RMA handling, two-level failure analysis, end-to-end corrective actions, ERP integration, event notifications and executive dashboards. Rolled out across 18 sites and about 60 external partners for ~1,000 users, the solution delivered real-time KPIs, faster issue resolution, improved trend analysis and preventive action, higher operational efficiency and noticeably stronger customer satisfaction.