Complaint management
Record complaints, clarify responsibilities and prepare traceable responses: browser-based complaint management built on D-Flow brings the work together in a shared case.
The solution can be adapted for use in any industry. It is currently deployed in public transport, connecting customer concerns with journey data, statements, documents and approvals. The features and workflows below describe that implementation. For other industries, we adapt categories, responsibilities, processes and interfaces to the relevant requirements.
Overview
All information in one case
A complaint often involves several parties. Customer service, branches and contracted transport operators need the same information while carrying out different tasks.
D-Flow brings together contact details, complaint reasons, notes and supporting documents. A complaint can cover multiple journeys. Statements, customer responses and reimbursements remain linked to the relevant case.
Workflow
From intake to completion
- Record the complaint: Staff create the case, enter contact and intake details, and assign complaint reasons and affected journeys.
- Clarify the facts: The responsible branch provides a requested statement in the system. External parties can be contacted through prepared emails, with incoming responses recorded in the case.
- Prepare a response: Interim replies, letters and confirmations are assembled from text blocks, templates and case data. After approval, they are available as documents or prepared emails; emails are sent through the user's email application.
- Close the case: Before closure, the system checks required statements and approvals. Outstanding dependencies remain visible in the processing status.
Features
Keep track of the work
Define responsibilities
Roles and organisational assignments control which cases staff can see and which actions they may perform.
Track follow-ups
Response dates and colour indicators highlight due and overdue replies on the dashboard.
Trace changes
Field history records previous and new values, the user and the time of each change. Files and generated documents complete the case record.
Analyse complaints
Reports cover complaint reasons, monthly distribution, open and closed cases, and reimbursements, with filters for date range and organisation.
Approvals
Manage reimbursement approvals
For compensation and reimbursements, the solution includes a payment instruction workflow with two authorised approval stages. After the first approval, key details such as the amount and complaint assignment are protected against changes. Changes to these details require renewed approval.
Approvals are recorded with the user and timestamp. Once the required approvals are complete, payment instruction data is transferred to the connected finance system through an interface.
Integration
Journey data and existing systems
Connected interfaces can retrieve journey, vehicle and stop data to support case handling. Information such as the route, vehicle and responsible organisation can add context to the complaint. Data availability and assignment depend on the connected systems.
Additional interfaces have been implemented for disruption information via SIRI-SX and journey data via VDV454. These data sources are linked and made available directly in the complaint case as operational context for the affected journey.
Configuration
Adapted to your processes
Roles, responsibilities, complaint categories, text blocks and document templates are configured for the organisation. The existing implementation provides a complete complaint handling workflow in public transport. Processes and interfaces are adapted together for use in other organisations.
Processing status, outstanding replies and supporting documents are available in one place. Reports help teams identify recurring complaint reasons for further investigation.
Contact
Your complaint management with D-Flow
Would you like to structure complaint handling and incorporate existing data? We can discuss your responsibilities, processes and required integrations.