Swiss Medical Device Maker Medela Selects Pilgrim Software for Complaint Handling

Published: Feb 21, 2012

Tampa, FL – February 17, 2012 -- Pilgrim Software, Inc., a world-leading provider of Enterprise Risk, Compliance and Quality Management (ERCQM) software solutions, today announced that Medela Inc., the Swiss-based leading manufacturer of breast pumps and post-natal supplies, will implement Pilgrim’s Complaints Management solution for the company’s Customer Services department to expedite complaint handling and associated regulatory reporting processes. Pilgrim’s Complaints Management provides Medela a single source data center for tracking and managing all customer complaints within its facilities. It enables rapid complaint resolution through its e-mail notifications, and tracking and escalation capabilities; improves the management of customer communication; and, ensures regulatory and industry compliance.

Medela chose to automate its complaints processing and eliminate manual systems, allowing for enhanced visibility into data, and easier tracking and trending analyses. Pilgrim’s solution will enable Medela to more efficiently manage customer complaints and to document responses to incidents. Because of its inherent scalability, the solution also can be expanded should Medela add users, and it can be easily integrated with other automated quality and compliance management solutions.

“The breadth of Pilgrim’s solution provides Medela with the capabilities we sought to boost the overall traceability of our transactions,” said Johannes Mulder, Medela’s Director of Information Technology. “With Complaints Management, we will be able to more effectively manage customer complaints and to more efficiently document responses, while keeping our IT costs in check.”

“This solution is the right software for life sciences companies like Medela because it provides confidence in their complaint handling and overall quality assurance efforts,” said Thierry Durand, Pilgrim’s Chief Executive Officer.

About Medela

Medela provides superior-quality breast pumps and breastfeeding accessories to nursing mothers around the world. Founded in 1961 in Zug, Switzerland by Olle Larsson, Medela continues to grow under the ownership of the Larsson family today. The Swiss' high standards for both product and production were brought to the United States over 20 years ago. Through the years, Medela's commitment to quality products and supportive programs has made the company the major supplier of breast pumps to health care facilities in the United States. Website:

About Pilgrim Software, Inc.

Pilgrim Software, Inc. is a world-leading provider of Enterprise Risk, Compliance and Quality Management solutions for global organizations. Through its integrated platform, Pilgrim helps organizations manage industry and regulatory compliance, address potential risks, reduce manufacturing costs and improve customer satisfaction. Pilgrim has been named North American Enterprise Compliance & Quality Management Company of the Year – Best Practices by Frost & Sullivan, and winner of its 2010 North American Best-In-Class Customer Value Enhancement Award in the Enterprise Risk, Compliance and Quality Management Market for the Life Sciences Industry. For more information, visit Pilgrim Software’s website at

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