Use Case - Complaint Management Tool
Capture and assignment of customer complaints
In a successful example project, we implemented the automation of complaint management for a public institution. The institution faced the challenge of efficiently and promptly processing a growing number of customer complaints to increase customer satisfaction and ensure the quality of the services offered.
Our team worked closely with the institution's stakeholders to analyze the specific requirements and processes of complaint management. Based on this analysis, we developed a tailor-made process automation solution that automated the following tasks:
1. Capturing customer complaints through various channels (email, phone, online forms).
2. Automatic categorization of complaints by type and urgency using AI-driven text analysis.
3. Distribution of complaints to the responsible departments and employees for further processing.
Thanks to our process automation solution, the institution was able to significantly reduce the processing time of customer complaints and ensure faster and more efficient handling. Moreover, the staff could focus on delivering core services and spend less time on administrative tasks. Overall, our solution led to higher customer satisfaction and improved quality of the services offered.