Process · Customers & market
Resolve complaints — and learn from them.
A complaint is a chance to keep a customer. That takes a quick, competent response and a solution that fixes the problem. easydoo brings complaint, clarification, response and cause together in one process — right with the customer.
The situation
Where things get stuck today
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Scattered emails
Complaints reach different people and are handled in long email threads.
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The customer waits
Clarifications drag on, the customer chases — and nobody knows the current status.
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The cause remains
The complaint is dealt with but not analysed. The same error happens again.
Process flow
From receipt to feedback.
Every complaint follows the same binding route.
- 1
Receipt
The complaint is recorded by email, phone or form and assigned to the customer and the order.
- 2
Clarification
The person responsible clarifies the matter — with the specialist department, supplier or field service, all within the same case.
- 3
Resolution
A resolution is decided: replacement, credit note, rework or explanation — with approval if needed.
- 4
Feedback
The customer receives a response; cause and resolution are recorded for analysis.
How easydoo helps
What easydoo brings to the table.
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Capture from email
Complaints from the inbox become a case with one click — including attachments.
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Filed with the customer
Every complaint belongs to the customer dossier — with orders, previous complaints and correspondence.
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Internal clarification
Specialist departments are involved via tasks; chat and notes stay with the case.
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Response from the case
The response to the customer is sent directly from easydoo and filed automatically.
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Response deadlines
Response and resolution deadlines are monitored — with reminders before the customer has to chase.
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Cause analysis
Causes and categories are analysed and feed into quality management.
Example
What it looks like day to day
A customer complains by email about a damaged delivery. Customer service records the complaint with one click, assigns it to the order and asks the warehouse to investigate via a task. A replacement delivery goes out that same day, the customer receives a confirmation — and the cause “packaging” feeds into the monthly analysis.
Your benefits
What changes.
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Faster resolutions
Everyone involved works in the same case.
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More satisfied customers
Reliable responses instead of radio silence.
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Full overview
Every complaint with status and history.
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Fewer repeats
Causes are analysed and eliminated.
Getting started
Productive within a few weeks.
You do not start from scratch: the process is ready as a template and is tailored to your organisation together with you.
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Understand the process
In a conversation, we clarify how the process runs today, who is involved and where it gets stuck.
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Adapt the template
Fields, steps, responsibilities and deadlines are tailored to the way you work.
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Roll out and expand
The team starts with the process — further processes are added when you are ready.
Not just a standard demo.
Your processes are the starting point.
We get to know your workflows and challenges. Then we show you concretely what your processes can look like in easydoo. A short conversation is all it takes to get started — free of charge and without obligation.
- 01
First conversation
We want to understand how your processes run today, what challenges exist and which systems you use.
- 02
Preparation
Based on your processes, we prepare concrete examples that show how easydoo can support you.
- 03
Second conversation
We show you what your processes can look like in easydoo and discuss the possibilities together.