Lyron
Customer service & quality

Complaint management automation

Complaints are captured completely regardless of channel, prioritised and guided to resolution with clear ownership and deadlines.

Free consultation All products

Review practical examples and time potential

Privacy considered Explicit approvals Documentation included
Current situation

Complaints need more than a shared inbox

Complaints and quality reports arrive by email, phone, forms and sales teams. Photos, order data and agreements then live in different systems.

Without one process, priorities, deadlines and ownership stay unclear. Customers have to follow up and recurring root causes remain invisible.

The solution

Every case gets a status, owner and next action

The automation unifies reports, enriches them with customer and order data, and selects the right handling path. Deadlines, communication and corrective actions remain traceable.

Unify channels

Email, forms, call notes and CRM reports become one complaint case.

Classify and prioritise

Product, urgency, customer type and warranty context determine the workflow.

Control ownership

Service, quality, sales or engineering receive clear tasks, deadlines and escalation.

Analyse causes

Failure modes, products, cycle times and corrective actions become reportable data.

How the workflow operates

From input to a reviewed result

Every step has a clear trigger, defined data and a traceable handoff. Exceptions are surfaced and routed to people instead of being hidden.

  1. 01

    Capture case

    The report, attachments and available customer or order context are combined.

  2. 02

    Select route

    Category, risk and product determine ownership, SLA and required review.

  3. 03

    Coordinate actions

    Tasks, replacements, questions and customer updates are tracked with deadlines.

  4. 04

    Close and learn

    Resolution, root cause and corrective action are documented and analysed.

Systems & interfaces

Designed for your existing tool landscape

The workflow can orchestrate an existing CRM or ticketing system, or start as a lean Microsoft 365 process. A shared case ID across systems is essential.

Additional systems can be connected through available APIs, webhooks, file exports or controlled intermediate storage.

Dynamics 365 HubSpot Jira Microsoft Teams ServiceNow SAP
Control & governance

Automation with explicit boundaries

SLA and escalation

Priorities, response times and escalation levels are explicit for every case type.

Complete case record

Customer report, investigation, decision and corrective action remain traceable together.

Improve quality with data

Recurring products, causes and bottlenecks become visible as trends.

Implementation

Start small, test real cases, hand over cleanly

We begin with a limited process and real examples. Production scope grows only after rules, exceptions and ownership work reliably.

  • Process workshop and target design
  • Pilot with real cases
  • Acceptance, monitoring and documentation
  • 30 days of post-launch support
Frequently asked questions

What teams want to know before starting

Do we need a new ticketing system?
Not necessarily. The workflow can connect existing CRM, service and Microsoft 365 platforms. A new system is only useful when the current stack cannot represent the required case file.
Can photos and documents be linked automatically?
Yes. Attachments from forms or email are stored with the case ID and linked to customer, product and order data.
How are critical complaints handled?
Product risk, customer type, keywords or defined categories can trigger immediate escalation to quality, management or engineering.
Can customers receive automatic status updates?
Yes. Confirmations, questions and defined milestones can be prepared or sent automatically, while sensitive content remains subject to approval.
Can the data feed quality reporting?
Yes. Cycle time, cause, product, action and recurrence can be stored as structured data for regular reports.
Related solutions

These automations extend the process

Customer feedback & NPS

Capture feedback, analyse it and route improvement actions.

View solution

Internal ticketing

Track service requests centrally in Teams and SharePoint.

View solution

AI email assistant

The assistant prioritises incoming email, identifies the request, retrieves approved information and prepares traceable reply drafts for your team.

View solution
Practical guide

Where automated complaint management creates value in everyday work

Complaints are captured across channels, linked to order and product, prioritised and handled within clear service and quality processes.

Three concrete operating scenarios to compare with your own process.
01

Capture complete cases

Customer, order, product, issue and attachments are assigned to one clear record.

02

Route urgency correctly

Safety-related or recurring defects move immediately to quality and leadership.

03

Make causes visible

Product, supplier and defect category feed analysis and improvement actions.

A strong fit when …

Requests arrive through several channels, need reliable prioritisation and should remain traceable with status, deadline and ownership.

  • You handle recurring complaints using repeatable rules.
  • The intake, target system and accountable business role can be named clearly.
  • Exceptions are allowed to remain visible and move to people deliberately.
Transparent potential estimate

Estimate time savings with your own volume

The calculator uses 16 minutes today and 5 minutes after automation as fixed example assumptions. It does not replace process analysis.

Illustrative estimate based on the visible assumptions — not a guarantee.

44Hours per month
528Hours per year
Additional measures after launch First response Resolution time Escalation rate
Content reviewed on 26 July 2026 About Lyron AI

How many complaints are truly open right now?

We review channels, categories and ownership and design one case process for service, quality and sales.

Assess potential View all products