Complaint Case Manager
Every complaint, from first e-mail to closed case.
Business Benefits
- No complaint lost between inboxes, phone notes and spreadsheets
- Every case carries the same facts, checklist and audit trail
- Expert input requested and recorded inside the case
- Volume, drivers, resolution time and CSAT visible to management
Key Features
- Turns complaint e-mails and call notes into one case file
- Classifies, prioritises and drafts a root-cause hypothesis
- Requests missing facts from customers and experts
- Drafts the customer reply from the case evidence
- Steers each case through staged checklists to CSAT
Interaction Channels and Integrations
Connects to
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Microsoft Entra ID
User Interaction Channels
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Microsoft 365 E-Mail
At a Glance
Trigger
a complaint arrives by e-mail or is logged from a call
Human in the loop
an agent approves and sends every response; critical cases need two approvers
Modelled time saving
56% across 5 core processes
Complaints close faster with consistent, approved answers, and management sees what customers complain about.
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