Process complaints simply as

Complaint Management Software CWA SmartProcess

With CWA SmartProcess as complaint software, you control all measures for processing and analyzing complaints in Complaints Management. The workflow-based processing of complaints and measures increases customer satisfaction and optimizes your processes. The sample workflows for complaint management enable a quick introduction of the CWA SmartProcess.

At a glance

Simple processing

Guided and simple processing of complaints


Workflows are freely definable and automate processing

Flexible masks

Input masks and fields are freely definable

100% web-based

Editing directly in the web browser

Sample workflows

Sample workflows for a quick start

Email integration

Sending and receiving e-mails regarding a complaint and letter, FAX and SMS

Fast processing

Workflow control enables faster processing


Reports and the display of repeat problems allow improvements

Automate the complaint process as a workflow

CWA SmartProcess enables the modeling and automation of the complaint process. In this way, you can control the complaint process with all measures and activities as a workflow and improve your complaint management process. Sample workflows are available for complaints management, which enable a quick and easy start.

Transparent task list for complaints

You can see all complaints and deadlines transparently in a task list. Your group’s complaints are also visible. If you have the appropriate authorization, you can view all complaints in the company. The task list in the complaint management software can be configured flexibly.

Easy capture and editing

With CWA SmartProcess you can enter and process the complaint quickly and easily. Complaints must be entered in a structured manner in a catalog. Repeat complaints are displayed interactively as soon as they are entered. The measures are optimally controlled via a workflow. Data from other systems such as customers, suppliers or products are automatically available in the complaint software via the import module.

Translated with

Reports and improvements

CWA SmartProcess offers you comprehensive evaluations for complaint management and for CIP measures (continuous improvement process). In the complaint software, for example, you can evaluate by customer, vendor, defect type, defect cause and various key figures such as number, defect costs and lead time. You can also easily create individual reports in the CWA SmartProcess.

Get to know CWA SmartProcess – without obligation and free of charge

Any questions?

We are happy to help.

Alexander Schröder
Tel.: +49 (0) 4298 46618 28

Online Presentation

Make an appointment for a CWA SmartProcess online presentation.

CWA SmartProcess in the company

Companies often have individual complaint management processes. Complaints are processed in an integrated manner by various departments up to the supplier. CWA SmartProcess is often used as complaint software in companies to process complaints distributed by different agents as a workflow.
CWA SmartProcess supports individual and complex processes and requirements as complaint management software. Preconfigured solutions are available for complaints management in the industrial and automotive sectors to enable rapid implementation. The complaint software and workflow software CWA SmartProcess is optimally applicable in all industries due to the flexible configuration of processes.
CWA SmartProcess enables the definition of workflows as complaint software that automatically propose measures. With CWA SmartProcess, CIP measures (continuous improvement process) can be processed and controlled in teams. Complaint management with CWA SmartProcess offers companies the opportunity to analyze and permanently correct errors and complaints.


  • Full web-based complaints software for complaints management and action management
  • Processing of customer complaints, internal complaints and vendor complaints
  • 8D-Report according to VDA and freely configurable
  • Workflow control of immediate measures, remedial measures and preventive measures
  • Parallel control of measures in Complaint Management
  • Authorization control for vendors and customers
  • Import of external Web and contact forms for the automatic creation of complaints.
  • Email Integration – Sending and Reading Comments
  • Automatic creation of a complaint from an e-mail
  • Automatic assignment of a customer contact from an e-mail
  • Text templates for standardized answers
  • Classification by problem catalog
  • Administration of attachments and images
  • Suppliers can enter your response directly into a web form as an 8D report or opinion.
  • Automatic display of repeat errors in Complaint Management
  • Automatic display of repeat errors in Complaint Management
  • Recording and evaluation of defect costs
  • Free definition of processes and templates for complaints management
  • Time tracking, escalation management, and reminders
  • Integrated evaluations and reporting with freely definable criteria
  • MS Excel Report Designer for individual reports
  • Automatic import of contacts and products from other systems