No complaint gets lost in e-mail any more.
Complaints come in by e-mail, by phone and through the e-shop — and live in people’s heads and inboxes. The agent logs every one of them, watches the deadlines and keeps the customer informed.
Where the time really goes
Complaints have no single home — some are in e-mail, some in Excel, some nowhere.
The statutory 30-day deadline is tracked from memory.
The customer asks “what’s happening with this?” and nobody can answer straight away.
Step by step
A concrete flow — not promises. And just as important: what the agent deliberately does not do.
From an e-mail or a form it extracts the customer, product, fault, proof of purchase and photos.
In the ERP/CRM with a reference number, and automatically sends the customer a confirmation with a deadline.
Based on the type of fault and the product.
It reminds the handler 5 days before the deadline and escalates to the manager 2 days before.
It reports status changes itself, consistently and politely. The decision to accept or reject is always a person’s — the agent prepares the evidence and the customer’s history, but doesn’t reach the verdict.
Boundaries that build trust
It never decides on its own whether to accept or reject a complaint.
It doesn’t close a case without confirmation from the handler.
It doesn’t send the customer a final position without approval.
The input from you is deliberately small
- A complaints inbox or form.
- A system for the complaints to flow into — ERP, CRM, helpdesk, or we’ll build a simple register.
- Your complaints rules and deadlines.
Your data stays with you
We process data in your own infrastructure or in an EU cloud, as you prefer; both transfer and storage are encrypted.
Processing complies with GDPR and the AI Act; for sensitive data we offer on-prem operation.
Only the roles that should have access to the data do, with an approval and audit trail.
What to expect
What people ask us most
We take complaints by phone too.
The operator dictates them into a simple form — the agent takes care of the rest. We can also transcribe calls, optionally.
Who decides whether to accept a claim?
Always your own person. The agent administers, it doesn’t decide.
We’ll show you on your own complaints.
30 minutes, no commitment. We’ll walk through how it works at your company today and tell you what to do about it — and how much it saves.