Customer Complaint & Resolution Management Portal
A centralised complaint management platform for a large FMCG enterprise — unifying multi-channel complaint intake with automated SLA enforcement, root cause analysis, and real-time resolution visibility across all markets.
Fragmented complaint handling and limited accountability
A large FMCG enterprise operating across multiple markets faced growing challenges in managing customer complaints received through multiple channels — call centres, emails, social media, distributors, and field teams. Without a centralised system, customer feedback was siloed, making it difficult to identify root causes and ensure consistent resolution.
Complaints logged manually or across disconnected systems resulted in delayed resolutions, poor visibility into ownership, and limited insight into recurring product or process issues.
Key Challenges
Complaints logged manually or across disconnected systems
No centralised visibility into complaint ownership or status
Delayed resolution due to siloed channels and teams
Inconsistent corrective actions across regions
Limited insight into recurring product or process issues
No structured SLA enforcement or escalation workflows
Key Requirements
Single platform for complaints across all consumer and field channels
Full lifecycle visibility from registration to closure
Automated SLA monitoring with escalation workflows
Integrated workflows across Quality, Distribution, and Manufacturing
Linked root cause analysis and corrective action tracking
Executive dashboards for complaint trends and KPIs
A unified complaint lifecycle platform
We built a centralised complaint management platform that unifies intake from all channels, enforces SLAs automatically, links root cause analysis to corrective actions, and gives leadership real-time visibility into complaint performance across every market.
Centralised Intake
Single platform capturing complaints from call centres, email, social media, distributors, and field teams
End-to-End Tracking
Full lifecycle visibility from complaint registration through to final resolution and closure
SLA Enforcement
Automated SLA monitoring with configurable escalation workflows and deadline tracking
Cross-Functional Workflows
Integrated workflows connecting Quality, Distribution, and Manufacturing teams seamlessly
Root Cause Analysis
Linked root cause identification and corrective action tracking for systemic improvements
Executive Dashboards
Real-time complaint trends, turnaround times, and KPIs for leadership decision-making
From reactive firefighting to proactive complaint governance
The platform shifted the enterprise from reactive complaint handling to a structured, accountable resolution process. Every complaint — regardless of channel — now flows into a single system with clear ownership, SLA timelines, and automated escalation if deadlines are missed.
Leadership gained real-time visibility into complaint trends, turnaround times, and recurring product issues — enabling faster root cause resolution and continuous improvement across all markets.
Facing a similar challenge?
Our architects are ready to design a solution tailored to your enterprise constraints.