Utility Complaint Management demo
Every complaint investigated, answered and closed inside the clock. 1:15
What the demo shows
A workflow solution for complaint handlers that investigates and resolves complaints on time.
Every open complaint sits on a wall by days left on its regulatory clock, colored by the cause Voice of Customer found behind it. Drag a case to Resolve and six agents investigate the bill, the meter reads and the call, price the redress and draft a letter that quotes the customer's own words. Fix a cause once and every case it caused is answered together, each with its own evidenced letter. The handler signs every letter; the team lead signs batches.
Transcript
- Utility Complaint Management answers every complaint for complaint handlers inside the regulator's clock.
- Every complaint on any channel starts a clock, eight weeks in energy.
- Hannah's wall lays out 148 cases by days left.
- 41 share one cause.
- Readings ignored, so bills stay on estimates.
- Aileen Marsh has two days left.
- Hannah drags her case to Resolve.
- Agents pull the call, the reads, and the red bill.
- The letter quotes her call at 2.14.
- Her bill falls from 684 pounds to 501.
- Hannah signs. Billing fixed the rule once, so the other 40 letters are drafted together.
- One signature and one fix closes 41 complaints inside the clock.
- Built on Botminds: agents, data, screens, and governance on one platform.
Transcribed from the film’s narration. Captions are on the player.