Elevating Customer Trust Through Efficient Complaint Handling

Overview

A large retail bank serving millions of customers across branches and digital channels faced mounting pressure to improve its complaint resolution process. With rising customer expectations and regulatory scrutiny, the bank turned to a no-code automation platform to streamline complaint intake, tracking, and resolution.

Challenges

Manual Complaint Intake & Routing

  • Complaints were logged via email, call centers, and branch visits with no unified system
  • Routing to the correct department was inconsistent and delayed
  • Lack of real-time visibility into complaint status for customers and agents

Delayed Resolution & Escalations

  • No automated prioritization based on complaint severity or customer tier
  • Escalations were handled manually, often missing internal SLAs
  • Limited accountability due to fragmented tracking and reporting

Compliance & Reporting Gaps

  • Regulatory bodies required detailed complaint logs and resolution timelines
  • Manual reporting led to errors and missed deadlines
  • No audit trail for complaint handling, risking penalties and reputational damage

Solution Approach

  • Unified Complaint Intake via Smart Forms
      • Dynamic digital forms deployed across web, mobile, and branch kiosks
      • Auto-categorization based on complaint type, urgency, and customer profile
      • Integrated with CRM and core banking systems for contextual data
  • Automated Routing & SLA Tracking
      • No-code workflow builder used to assign complaints to relevant teams
      • SLA timers triggered based on complaint category and customer tier
      • Auto-escalation rules configured for overdue or unresolved cases
  • Real-Time Dashboards & Notifications
      • Summary dashboard showed complaint volumes, resolution rates, and bottlenecks
      • Agents received task alerts and status updates via email and in-app notifications
      • Customers received automated updates on complaint progress
  • Audit-Ready Reporting & Compliance Logs
      • All actions logged with timestamps and user IDs for audit readiness
      • Regulatory reports auto-generated with filters for region, type, and resolution time
      • Role-based access ensured data privacy and integrity

Results

70% Faster Complaint Resolution

  • Average resolution time dropped from 5 days to under 36 hours
  • Auto-routing and SLA tracking eliminated manual delays

100% Regulatory Compliance Achieved

  • Automated logs and reporting ensured zero missed submissions
  • Full audit trails improved transparency and reduced risk exposure

40% Reduction in Operational Overhead

  • Manual tracking and follow-ups were replaced by automated workflows
  • Fewer resources were needed to manage escalations and reporting, freeing up staff for higher-value tasks

3x Improvement in Customer Satisfaction Scores

  • Faster resolution times and transparent updates led to improved Net Promoter Scores (NPS)
  • Customers reported higher trust and engagement with the bank’s digital channels

Conclusion

By embracing no-code automation, the bank transformed its complaint handling into a seamless, transparent, and compliant process. This shift strengthened customer trust and positioned the bank for scalable service excellence.