Complaint Acknowledgement & Case Routing for BFSI
The Challenge
Complaints sit unacknowledged, eroding trust and compliance.
But here is the real problem:
Receipts and SLAs are not communicated quickly.
As a result:
Customers escalate to social and regulators.
Cases bounce between teams.
As a result:
Resolution slows and audit trails are messy.
The Approach
We built a compliant intake front door.
Instant acknowledgement calms most customers.
Routing based on product and severity avoids rework.
We needed a solution that could:
Provide immediate confirmation and ticket IDs.
Route to the right resolver with context attached.
The Solution
A compliant complaint desk.
Instant Acknowledgement
Issues a ticket ID and SLA verbally and via SMS.
Context Capture
Collects product, transaction refs, and severity for routing.
Resolver Routing
Sends to the right queue and notifies supervisors on severe cases.
The Impact
Service outcomes:
30%
faster complaint acknowledgement time.
26%
reduction in repeat follow-up calls on the same ticket.
Result? Calm customers and clean escalations.
Compliance-first intake with smart routing.
