CASE STUDY
Customer Complaint Management
Technology Setup
Case Study for Beverage Manufacturer (Alcoholic & Non-Alcoholic)
Project Introduction
A leading beverage manufacturer producing both alcoholic and non-alcoholic drinks faced challenges in managing customer complaints efficiently. Complaints were received through multiple channels (email, phone, social media, retail partners), leading to delays in resolution, lack of visibility, and compliance risks (especially for alcoholic products).
Fragmented complaint tracking (spreadsheets, emails, call logs) Slow resolution times due to manual processes Regulatory compliance risks (alcoholic beverage regulations, health & safety standards) No real-time analytics to identify recurring issues Difficulty in tracking feedback from distributors & retailersBusiness Challenges
Faster Complaint Resolution
Reduction in Repeat Complaints
Improved Regulatory Compliance
A. Complaint Management Software
The company deployed a cloud-based Customer Complaint Management System (CCMS) with the following features:
Key Features:
Multi-Channel Input (Email, Web Form, Social Media, Call Center)
Automated Ticketing & Categorization (AI-powered keyword tagging)
Regulatory Compliance Tracking (FDA, TTB, local alcohol laws)
Workflow Automation (Escalation paths for high-priority complaints)
Integration with ERP Capabilities
Mobile Access for field sales & quality teams
Real-Time Dashboards & Reporting (Trend analysis, root cause identification)
Multi-Channel Input (Email, Web Form, Social Media, Call Center)
Automated Ticketing & Categorization (AI-powered keyword tagging)
Regulatory Compliance Tracking (FDA, TTB, local alcohol laws)
Workflow Automation (Escalation paths for high-priority complaints)
Integration with ERP Capabilities
Mobile Access for field sales & quality teams
Real-Time Dashboards & Reporting (Trend analysis, root cause identification)
B. AI & ANALYTICS ENHANCEMENTS
Sentiment Analysis (Social media & email complaints)
Predictive Analytics (Identifying potential recalls or quality issues)
Chatbot for Instant Responses (Handling FAQs & basic complaints)
Sentiment Analysis (Social media & email complaints)
Predictive Analytics (Identifying potential recalls or quality issues)
Chatbot for Instant Responses (Handling FAQs & basic complaints)
C. COMPLIANCE & TRACEABILITY
Automated Alerts for High-Risk Complaints (e.g., contamination, regulatory violations)
Audit Logs & Documentation (For legal & compliance requirements)
Automated Alerts for High-Risk Complaints (e.g., contamination, regulatory violations)
Audit Logs & Documentation (For legal & compliance requirements)
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Useful Links
Company Address
- 7th Floor, Atlantic Towers. Airport - Accra
