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Response to customer complaints: prepared automatically instead of drafted by hand.
How a pharmaceutical company automatically monitors customer complaints and sends personalized status updates, eliminating the need to manually track every ticket change.
Starting point
Whenever a complaint ticket was updated, customers had to be notified manually by email. With up to six notifications per ticket, this repetitive process required significant effort and carried a high risk of delays.
Solution
A software robot monitors complaint tickets in TrackWise, detects status changes, and automatically sends personalized email updates to customers.
Result
RobotHumanAI-assisted
Ticket updated→Status change detected in TrackWise→Personalized email notification sent
Result
100%
Complaints with suggested responses (available instantly)
Minuten
statt Stunden bis Antwort (deutlich schneller)
1
Consistent tone across all responses
Keine
Complaints without a response since go-live
Customers receive their status updates automatically, eliminating the need for our team to manually track and communicate every ticket change by email.
Do you have a similar process?
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