When dealing with hardware products, particularly in regulated fields like Medical Devices, it’s mission-critical for all qualifying failure reports to be duly handled and investigated. A part of these efforts is ensuring a seamless process between your CRM and quality control system in Arena. FlowEQ directly connects your CRM with Arena so your team can not only file Quality Processes but also automatically passes through other information from the ticket such as serial numbers, lot numbers, and product photos. It even links Quality Processes back to the original report. All of this gives you peace of mind, stops duplicative paperwork, and makes annual audits a breeze.

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Step Configuration

In addition to the general step configuration options, this step has the following specific options that can be configured.

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Automatically Complete Step When Created?

If unchecked, after the Quality Process has been created, the number for that Quality Process will be shown in Sidekick with two buttons: “Create Another” and “Complete Step”. If you know you’ll only have to make one Quality Process from one CRM case/ticket, you can check this box to skip past these buttons and automatically advance to the next step. Leave it unchecked if you may need to create multiple Quality Processes from one CRM case/ticket.

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Hide Attachment Options?

Attachments such as photos of hardware can be automatically passed through with the Quality Process but it adds more fields for your team to fill out. If you don’t use attachments, check this box to skip this step.

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Quality Process Summary

This is where you will configure the information that appears on the Summary tab of the Quality Process in Arena.

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Default Name and (Optional) Custom Name Label

This will be the default name that will appear for all Arena Quality Processes. This can be whatever you like, but we suggest using the subject line from the CRM case or ticket. If you have custom labels set up in Arena you can configure here too. Use the button to add variables from your CRM such as a product name field or ticket ID.

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Default Description and (Optional) Custom Description Label

This will be the default value given to the description in your Arena Quality Process. This can be whatever you want, but we suggest using the description from your CRM ticket. (Which usually includes the first message from the customer that initiated the ticket.)

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(Optional) Type and Custom Type Labels

If your Arena instance uses the Type field, the value and label can both be set here.

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Owner

Use this field to set the Owner of the Quality Process when it is created in Arena. You can choose “(default)” to defer to the default settings in your Arena instance or select a specific Arena user from the dropdown.

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Template

Select the template in Arena from the dropdown that you wish to use for Quality Processes.

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Prefix

Select the Prefix you have configured in Arena to be used for indexing your Quality Processes.

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Quality Process Details

This is where you will configure the information that appears on the Details tab of the Quality Process record in Arena.

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Enter Values

Click Add New Row to select a field in the Quality Process you’d like to write data. To speed up the creation of Quality Processes, we recommend having a one-to-one relationship between these fields in Arena and fields within your CRM. In your FlowEQ Flows, you can write data into these CRM fields as the issue becomes clearer - such as serial number or error code - making it easier to automatically write them into Arena. Use the button to pick variables from your CRM to write into each field.