HR

Complaint management

Problem

The complaints process was a completely paper-based process – from recording and processing to archiving, everything was done manually on paper
This led to inefficiencies and provided the responsible site managers with only a limited overview and insufficient transparency
Due to the large number of branches, there was no centrally accessible overview of all complaints because they were generally not available digitally

Solution

The introduction of the Simplifier platform has digitized and partially automated the complaints process
The portal is used across all locations and enables employees to submit their complaints directly in digital form, including file attachments
When a new complaint is created, the responsible site manager receives an e-mail with a direct link to the corresponding task or overview
Tasks can be delegated, notes can be added and the history can be viewed at any time

Impact

More efficient processes for a better working environment.

The internal complaints portal reduces sources of error, improves communication and ensures transparent tracking of all concerns. This creates a more efficient working environment in which problems are solved more quickly and employee satisfaction is actively promoted.