Utilities
Maturity analysis
Signal detection, routing, CRM handover & compliance
Clarifall-Complaint
Scattered customer information and an unstructured complaints process made it difficult to reliably identify and follow up on relevant leads. Although many service cases contained indications of product interest or the risk of customer churn, there was no standardised process for systematically recording and evaluating these signals. As a result, potential leads were sometimes passed on manually – without a clear trigger, traceable documentation or a reliable handover to the sales team.
Complaints were primarily handled as service cases. Potential interest in the product or the risk of customers switching to a competitor often went unaddressed. At the same time, statutory requirements and deadlines had to be reliably met.
The previous process treated the case as a completed service task. As a result, information that might have been relevant to sales or customer retention was lost.
ClariFall combines case management, signal detection, compliance and CRM integration into a single, end-to-end process. This transforms a single customer interaction into a structured and traceable data record.
The case is recorded, relevant information is identified, responsibilities and deadlines are automatically taken into account, and relevant data is transferred to downstream systems in a structured manner.
Complaints were primarily dealt with as individual service cases.
Relevant indications of product interest or the risk of customer churn were identified manually.
Information was only passed on to the sales department on an occasional basis and without any consistent trigger.
Die Informationen wurden nicht strukturiert dokumentiert oder systematisch weiterverfolgt.
The information was not documented in a structured manner or systematically followed up.
As a result, valuable insights gained from customer interactions were often left untapped.
Automated analyses identify relevant patterns and potential business signals.
Detected signals are passed on to downstream systems as structured events.
The underlying context of the case remains clear and is documented.
In this way, a single complaint is transformed into a usable, verifiable process.
Relevant patterns and potential leads are automatically identified.
Identified leads are transferred to the CRM in a traceable and structured manner.
Relevant customer and contract details are readily available within the case file.
Statutory deadlines are automatically taken into account in the background.
All relevant transactions are documented with a time stamp and can be audited.
Access and information are controlled in accordance with the respective roles.
