One place for every record
Keep records, attachments and communication together. All involved teams work with the same information.
Complaints under control
Less chasing.More control.
Connect customers, internal teams and business systems in one complaints portal. From the first submission to resolution with Jira Service Management.
From emails and spreadsheets to one process
Complaints, returns, damage claims and service requests often live in separate systems. Teams chase information while customers wait for an answer.
A complaints portal built on Jira Service Management brings records, communication and responsibilities together. Each request has its own history and a clear next step.
What changes in everyday work
Clarity for customers. Support for your team.
Less routine work and rekeying
Data checks, assignment, notifications and escalations can be automated using agreed rules.
Customers know what is happening
The portal and progress notifications let customers track status and respond to requests for more information.
Clear roles and responsibilities
A workflow connects customer care, operations, quality and finance in one managed process.
From submission to closure
One complaint. The whole journey under control.
The customer submits a complaint
A form guides submission based on the issue type, product or service.
The system validates the input
Configured checks can cover orders, shipments, contractual details and required attachments.
Incomplete requests return for completion
An automatic request helps collect missing information before the case moves to resolution.
The right team receives the complaint
Assignment can reflect complaint type, customer, product, branch, region or approval level.
Teams assess and resolve the request
They share one record with the history of communication, attachments, decisions and actions.
The customer receives updates
Notifications cover receipt, requests for information, status changes and the final decision.
Connected systems take the next steps
For approved complaints, integrations can support subsequent accounting, financial or logistics tasks.
Resolution can extend beyond the portal
Jira Service Management can connect to ERP, accounting, invoicing, logistics, warehouse and CRM systems. An accepted complaint may trigger document creation, compensation approval or a payment request.
We design specific integrations, checks and approvals around your processes, available interfaces and permissions.
Make decisions based on what actually happens
A history of decisions, communication and changes provides an audit trail. Reports based on real data help track deadlines and SLAs, identify recurring issues and improve the process over time.
We configure rules, roles and escalations around your needs. Required time limits and legislative obligations need to be reflected in the specific solution design.
Before we get started
?Is this only for product complaints?
The process can also be adapted for returns, damage claims, service requests and other customer feedback.
?Do we need to replace our existing ERP or CRM?
The portal can work with existing systems. Integration options depend on available interfaces, data and access.
?What do we need to get started?
An overview of your current process, involved teams, existing systems and rules for assessment, approval and communication.
Give every complaint a clear way forward.
Let’s review where manual work arises, which teams are involved and which systems need to connect.
