Complaints management portal

An integrated complaints management portal developed as an extension of its existing OutSystems-powered customer portal. The complaints management portal replaced an old process that relied on emails and a spreadsheet. Complaints are now fully managed in a built-for-purpose case management portal. The end-to-end process includes enforceable SLAs and alerts which cater for different complaint categories eliminating the risk of regulatory concerns arising from human errors, missed emails, or spreadsheet glitches. Complaint resolution time has been halved and the portal has resulted in a 70% SLA improvement.