Turn Complaints Into Resolutions.
Track every complaint from submission to resolution with SLA-driven workflows, full audit trails, and automatic escalation. Never lose a complaint in someone's inbox again.
The Problem
Sound Familiar?
Mishandled complaints don't just cost one customer. They trigger regulatory scrutiny, damage reputation, and create hidden churn.
Complaints lost in email threads
Without a centralised system, complaints get buried in shared inboxes. Follow-ups are missed and customers escalate to social media.
No visibility into resolution timelines
Management can't see how long complaints take to resolve, which teams are bottlenecked, or where patterns emerge.
No audit trail for regulators
Regulated industries need full documentation of how complaints were handled. Rebuilding that trail from email is painful and risky.
Escalations depend on memory
When a complaint needs management attention, it relies on someone remembering to flag it. High-priority issues sit unnoticed.
The Solution
Structured Complaint Resolution
Every complaint gets logged, tracked, and resolved through a structured workflow with full accountability.
Complaint-Specific Workflows
- Define resolution steps by complaint type (billing, service, product)
- Automatic status progression with required fields at each stage
- Ensure every complaint follows a consistent, documented process
Full Audit Trail
- Every action logged: who did what, when, and why
- Timestamped notes, attachments, and status changes
- Exportable records for regulatory compliance reviews
SLA-Driven Resolution
- Set response and resolution targets specific to complaints
- Automatic escalation when deadlines approach
- Track complaint SLA compliance separately from general tickets
Complaint Analytics
- Identify recurring complaint patterns by category, product, or region
- Track resolution rates, average handling time, and repeat complaints
- Data-driven insights to fix root causes, not just symptoms
Ad-Hoc Handling vs. Structured Resolution
The Old Way
- Complaints buried in shared email inboxes
- No standard process for different complaint types
- Audit trails rebuilt from email chains after the fact
- Escalations depend on someone remembering to flag
- No data on complaint patterns or repeat issues
With Our Platform
- Every complaint logged and tracked in a dedicated queue
- Configurable workflows by complaint category
- Automatic timestamped audit trail on every complaint
- Automatic escalation based on SLA thresholds and priority
- Analytics that surface root causes and recurring problems
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