Pre-Configured No-Code Solution

Complaint Handling

Our digital complaint-handling solution offers centralised case management, multi-channel intake, workflow automation, and reporting/analytics, which together improve resolution speed, consistency, compliance, and customer satisfaction. We help organisations handle higher complaint volumes at lower cost while turning customer feedback into actionable insight for service and product improvement.

Key Features

Centralised case management

Each complaint is logged as a distinct case with customer details, issue category, interactions, documents, and resolution history stored in one secure repository. This gives full visibility, accountability, and an audit trail for every complaint.

Multi-channel intake

Solutions capture complaints from email, web forms, phone, chat, social media, and in-app channels into a single queue so issues are not missed or duplicated. This supports a seamless experience for customers regardless of how they contact the organisation.

Workflow and SLA management

Configurable workflows route and prioritise complaints based on severity, customer tier, or product, with automated escalations and SLA timers to keep cases on track. This reduces manual effort and helps ensure timely responses.

Automation and AI capabilities

Automated triage and routing: Rules and AI classify complaints, assign them to the right team, trigger alerts, and create tasks, reducing admin work for frontline staff. This enables faster initial acknowledgement and more consistent handling.
Task and communication automation: Systems automatically send acknowledgements, status updates, reminders, and post-resolution satisfaction surveys. This improves transparency for customers and frees staff to focus on investigation and resolution.
Self-service and knowledge integration: Many platforms offer self-service portals and link to knowledge bases so common issues can be resolved or deflected without agent intervention. This lowers contact volumes and supports always-on service.

Oversight, reporting, and compliance

Real-time dashboards and reporting: Managers see live status of complaints, workloads, resolution times, and backlogs through dashboards and configurable reports. This supports better resource allocation and early identification of bottlenecks.
Root-cause and trend analysis: Aggregated complaint data can be sliced by category, product, channel, or customer segment to detect patterns and systemic issues. These insights guide process and product improvements and support continuous improvement programmes.
Compliance and audit trails: Detailed logs of actions, decisions, and communications support regulatory reporting and demonstrate adherence to complaint-handling rules. This is especially important in regulated sectors such as financial services and utilities.

Collaboration and integration

Internal collaboration tools: Case notes, internal messaging, and shared views allow teams and external partners to collaborate on complex complaints in one environment. This reduces duplication and miscommunication between departments.
CRM and system integration: Integration with CRM and other systems provides a 360-degree view of the customer’s history, purchases, and prior contacts. This supports more informed, personalised responses and avoids customers having to repeat information.
Flexible deployment and security: Modern solutions offer cloud or on-premise hosting with role-based access and secure data storage to protect sensitive complaint data. This allows organisations to align deployment with internal IT and regulatory requirements.

Key business benefits

Higher customer satisfaction and loyalty: Faster, more consistent resolutions and proactive updates increase trust and reduce churn. Turning complaints into visible improvements also strengthens long-term relationships.
Efficiency and cost reduction: Standardised workflows, automation, and better prioritisation let teams handle more cases without proportional headcount growth. Reduced rework, fewer escalations, and less manual reporting further lower operating costs.
Better decisions and continuous improvement: Complaint data becomes a structured feedback loop into product, operations, and compliance teams, informing roadmaps and risk management. This helps organisations move from reactive firefighting to proactive prevention of issues.

Pre-Configured No-Code Solutions

Quick Start Applications

While our No-Code platform offers the power to build completely bespoke solutions from a “green field” site, you don’t always need to start with a blank canvas. Kick-start your digital journey with our range of Quick Start Solutions.

These pre-configured, enterprise-ready solutions allow you to deploy proven functionality instantly. Whether you need to solve a single problem immediately or are looking for add-ons to a larger system, you can choose the path that fits your timeline.

Powered by Our No-Code Platform

Because this solution is powered by our core platform, you get more than just an application. You gain access to a powerful toolkit including a Visual Workflow Builder, Automated Document Creation, and Multi-Channel Notifications, allowing you to extend and adapt the system as your business evolves.

Visual process building

Design and manage business logic with an intuitive drag-and-drop interface, using a large library of pre-built activity blocks.

AI

From a visual workflow builder that allows you to create automations from a simple text prompt to an AI assistant that can run processes for you.

Truly no-code automations

Unlike competitor platforms that often require scripting, Builda allows you to build sophisticated automation without needing SQL or Python knowledge.

Flexible triggers

Initiate workflows automatically on a schedule, in response to user actions (like adding or editing data), or from another process.

Extensible & customisable

Easily extend the platform’s out-of-the-box functionality to meet your exact business requirements.

AI

AI

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