Frequently asked questions

Question 1

Can I use a CRM instead of complaint case management software?

Accepted Answer

You can, but a Customer Relationship Management (CRM) system is not designed for regulated complaint handling. It may store information, but it often leaves teams relying on manual workarounds to manage complaint records, investigations, deadlines, evidence, reporting and oversight. Complaint case management software gives you reporting from a single source and keeps a one clear record for every complaint, making cases easier to review, explain, learn from, and move forward.

Question 2

Why does a clear complaint record matter in regulated complaint handling?

Accepted Answer

A clear complaint record makes it easier to see what has happened, explain the outcome, and support decisions if they are questioned later. This helps complaint managers stay on top of the case and gives leaders more confidence in the oversight behind it.

Question 3

How does complaint case management software help reduce escalations and FOS referrals?

Accepted Answer

When your team can see the full complaint record and has a clear workflow for each case, they can respond faster, communicate more clearly, and keep a stronger audit trail of well-evidenced resolutions. This helps reduce missed steps and customer frustration, and elevates the quality of complaint handling. Reporting and reviewing root cause analysis becomes much easier and helps to prevent reoccurring issues. All these improvements reduce the chance of escalations.

Question 4

How does complaint case management software make complaints easier to handle?

Accepted Answer

By keeping the full complaint record in one place and providing structured workflows and real-time tracking and alerts, complaint case management software reduces the time spent chasing information across inboxes, notes, and folders. This gives your team more time to investigate cases properly and resolve complaints with greater confidence and consistency.

Complaint case management software, without the spreadsheets

Make every complaint easier to review and move forward

One place for every complaint

89% fewer FOS referrals

Clear audit trails for every case

Frequently asked questions