Low code complaint management app increases customer satisfaction
Low code complaint management app increases customer satisfaction
Client's Challenge
In order for an institution to continuously improve and adapt, it needs feedback. This feedback is often readily provided in the form of complaints. These can provide a wellspring of valuable information if only we are capable of efficiently collecting, managing and processing them. But handling complaints within large organizations is all but straightforward. After receiving a complaint, it needs to be reviewed, updated and assigned to the correct persons. This whole cascade of validating the reply before it's signed and send to the plaintiff can be a cumbersome process. It is complex and error-prone due to the manual actions and limited transparency in the cascade.
Our Solution
Using low code development we completely remodeled the complaint handling process and developed an application that gives access and gives input to the different people involved.
Through improved user interfaces we ensure that stakeholders can view and interact with complaints in an intuitive fashion. By actively reviewing the previous processes, we make sure the current process model is streamlined and fit for the task while leaving enough flexibility for users within complaints management to use their own judgment to react to unusual situations on the fly.
Finally, by automating reporting, we ensure that essential information is retained and accessible in a way that ensures continuous improvement.
Impact Created
- High gain in efficiency and complaint follow up
- Flexibility were needed for users to intervene in unusual situations
- Automated reporting for easy access to data
- Improved customer/internal user experience
Other cases
Contact us
and transform your business to tackle the digital age more efficiently.
