Abstract: A program for processing contacts from consumers includes a plurality of software routines activated in a sequence corresponding to common steps performed when processing a contact, including an identification routine for generating an identification screen to enable an operator to input information identifying a consumer contacting the operator to communicate an issue, a look-up routine for searching a database containing a plurality of issue histories to identify an issue history associated with the consumer, and a subject routine for generating a subject screen to enable the operator to input information relating to the issue. A product routine is also included that generates an issue summary containing the issue information for storage in the database as part of the issue history associated with the consumer. The program also includes an activity routine for generating an activity screen to enable the operator to input information describing an activity to address the issue.