Case Study: Invacare achieves streamlined global complaint management and improved customer service with Sparta Systems' TrackWise

Invacare Streamlines Complaint Management to Improve Customer Service Levels Worldwide with TrackWise

Invacare Corporation, a global leader in home and long‑term care medical products with 5,700 employees and sales in 80 countries, faced inconsistent, paper‑based complaint handling across sites and business units. The legacy system made triage, root‑cause analysis, trending and regulatory reporting difficult and costly to maintain, and the company needed a scalable solution to improve visibility, reduce manual effort and prepare for the FDA’s upcoming eMDR requirements.

Invacare selected Sparta Systems’ TrackWise EQMS for its out‑of‑the‑box complaint, CAPA and audit capabilities, scalability and faster time‑to‑value. The solution was validated and deployed at the North America site within six months—on budget and ahead of schedule—harmonizing processes, improving complaint visibility and reporting, accelerating investigations, enhancing compliance and positioning Invacare to roll out global complaint management, eMDR, and centralized CAPA across its manufacturing footprint.

Invacare