How we digitised complaint handling for Videlektro
Before the rollout, complaints were logged in a CRM, while communication carried on across emails, documents and different employees. Each case was recorded somewhere, but the CRM did not give a single view of how the complaint was progressing.
When a complaint passed between several people, it was not always clear who was handling it, which documents were already attached and what the next agreed step was. To answer a question, the team often had to search through emails or check with colleagues first, instead of getting straight to resolving the case.
Videlektro needed a single system in which every case is instantly assigned, traceable and accessible to the right person. So we built a custom platform that brings complaint submission, internal processes and web shop data together in one clear workflow.
From submission to resolution in one clear workflow
We set up a complaints intake portal for Videlektro at support.videlektro.com. Customers submit a complaint there through a structured form, describe the issue and attach the required documentation. On submission, the case is automatically created in the internal handling system.
We also connected the platform to their Magento e-commerce store. When the team opens a complaint, the order and product data are available in the same workflow, with no manual searching across systems or re-typing of data.
For the internal team, we set up clear statuses, assignment to responsible people and a complete activity history. Every case therefore holds the relevant data, documentation and context the team needs for the next step.
“Most problems don’t come from the complaint itself, but from the team not knowing where the case is and who is handling it.”
Less admin, more time to resolve cases
Users can switch securely between individual portals and only see the complaints and data they have permission to access. This makes a single system possible even when a company manages several brands or teams.
For incoming emails and documents, AI helps prepare a draft complaint for the team to review. Employees start with the data already collected instead of an empty form, and they still confirm important steps themselves.
All data shown on the platform has been altered for this case study.
The result: faster, more transparent complaint handling
100
complaints per month
< 5 min
to handle a single complaint
41+ hrs
less admin work per month
Before the rollout, handling a single complaint often took around 30 minutes. Today, with automations and the AI agent, the team prepares a case and starts working on it in under 5 minutes.
At around 100 complaints a month, that means more than 41 hours less admin work every month. Complaints are now submitted directly into the system, where the right team sees them immediately, with a clear status, an owner and all documentation in one place.
The team no longer loses time searching through emails, checking CRM notes and guessing what has already happened with a complaint. They open the case, see the full context and can focus sooner on the solution and on communicating with the customer.
Because data from the Magento store and the submission portal is connected to the internal process, there is less manual work and less room for error when data is transferred. Management also has an overview of open cases, complaint types and handling progress, so recurring issues can be spotted sooner.