Collection of Complaints

Enhancing Complaint Collection Efficiency with RPA

 Key Solution: Robotic Process Automation (RPA)

Challenge

Data Overload and Repetition: The manual process of collecting complaint data from the 12321 external website involves handling large volumes of data with high repeatability, making it time-consuming and labour-intensive.

Timeliness Issues: Delays in processing complaints, particularly those received via telephone, can hinder prompt resolution and negatively impact customer satisfaction.

Solution

RPA is deployed to automate the entire customer complaint collection process. The RPA bot automatically logs into the 12321 website, retrieves complaint data, and processes it according to predefined rules. This automation significantly reduces the manual effort, ensuring that complaints are handled quickly and accurately.

Before Implementation:
  • Approximately 3 hours per day processing time, consuming 5 x 8 business days of labour.
  • Prone to errors and omissions due to manual data entry.
  • High manual workload and slow processing lead to delays in handling complaints.
After Implementation:
  • The RPA solution reduces processing time dramatically, freeing up valuable staff resources.
  • Automated, rule-based data handling ensures flawless, error-free complaint processing.
  • With 24/7 operation, the system ensures complaints are handled promptly, improving overall customer service.
Impact

100% Accuracy

18x Efficiency

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