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Complaints get solved and then forgotten. What remains is a feeling that things go wrong now and then, without any numbers.

The Complaints Registrar records what happened, monitors the handling deadline and keeps track of the cause.

After six months, that lets you see whether it is always the same product, the same supplier or the same step in the process.

What it does, step by step

  1. Recognise the complaintFrom tickets, email or a report, even when the word complaint does not appear.
  2. Record it in fullWhat, when, which product or process, which customer and what the impact is.
  3. Monitor the handlingWho picks it up, what the deadline is and whether the customer has been updated.
  4. Record the causeIn the categories you use yourself, so it can be counted.
  5. Show patternsWhat keeps coming back, for which product, supplier or step.

Onboarded into your business

Eva does not start from a generic script. Like any new colleague, Eva is onboarded into the way your team works first.

  • Your knowledgeWe onboard Eva with your own documents, examples and agreements, so the work is done the way your team does it.
  • Your systemsWe set up the integrations for the software you already use. Different fields or different steps? We adapt to them.
  • Your rulesYou decide what Eva handles on its own and what always goes to a person first.
  • Grows with youWhen your way of working, a system or a rule changes, we adjust Eva to match.

Works with these systems

Support
  • Zendesk
  • Freshdesk
  • Jira Service Management
Records
Communication
Data
  • APIs

Is your system not listed? We can connect any system, even if there is no standard integration. View all integrations.

What runs automatically and what does not

You stay in control.

Not every decision should be made automatically. For each workflow, we set out:

  • What can happen automatically.
  • What is put forward for approval first.
  • When a person is brought in.
  • What information is stored.
  • How actions are logged.

Is this a fit for your organisation?

A good fit if

  • Organisations with a complaints procedure required by a standard or a contract.
  • Companies that want to manage causes rather than incidents.
  • Situations where complaints currently get stuck in mailboxes.

Less of a fit if

  • Resolving the complaint itself.
  • Organisations without agreed categories: then counting is pointless.

What it can deliver

  • Complaints recorded in full, including the ones made verbally.
  • Handling deadlines that are met.
  • Insight into what goes wrong structurally.

Directions, not promises. As soon as there is evidence from a client project, it will appear here as a substantiated result.

Frequently asked questions

How does it recognise a complaint if the word is not used?

By tone and content. Many complaints start as a question or a remark and are never registered as a complaint, which is exactly why the figures are usually too rosy.

Can it determine the cause itself?

It suggests a category based on what is described, but establishing the cause takes expertise. What it does do is make sure the category is always filled in, because an empty category makes the whole register worthless.

Does this help with ISO 9001?

Yes. Recording complaints and demonstrably following them up is one of the areas where audits most often find something to remark on, usually because the records are incomplete.

What happens to a complaint that is left too long?

It escalates according to the deadline you have set, first to the person handling it and then to the person responsible.

How to put this to work

  1. 1A 30-minute callTogether we look at your process and your systems, and whether this task is the best place to start.
  2. 2Set up on your rulesIntegrations with your own systems, and agreeing what may run automatically and what a person approves.
  3. 3Measure and adjustFirst alongside your team, only then on its own. We look at what it delivers and adjust.
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