The consumer care module provides the capability to manage both customer enquiries and complaint contacts. When used in conjunction with recipe and specification management, it improves customer satisfaction and brand protection by the fast provision of accurate data. For example, users can immediately access the product database to answer queries on product composition and suitability for both current products and those in development. .

In addition to query management, consumer care provides a comprehensive complaint handling facility, that manages the workflow of a complaint from the customer, through to the laboratory - which could be a third-party, technical Manager or factory. For security purposes, all data provided as part of the investigation is date and time stamped and locked against editing. Associated management and handling costs such as courier, laboratory, retailer surcharge, fulfilment and recompense can be tracked and summarised for individual complaints. The data acquired during the investigation can be collated into pre-formatted response letters for the customer.