A case study in brief : Complaint system optimisation

Problem: The complaints team struggled with scattered data residing in multiple systems, leading to a lack of visibility into the end-to-end complaint lifecycle. As a result, they were unable to efficiently track complaints, and the team sought to optimise complaint handling to reduce turnaround time by 50%.

Solution: The data was stored in different formats across various sources. To efficiently consolidate it, we leveraged Microsoft Fabric's pre-built templates to streamline the migration to the cloud, reducing the need for physical infrastructure and promoting a more sustainable, resource-efficient solution. We designed a robust, scalable data model that reflected the relationships between different data points, ensuring comprehensive visibility. Exception dashboards and advanced analytics were implemented to highlight bottlenecks in the complaint-handling process, allowing teams to take proactive action. Additionally, we automated key business processes using the Power Platform, eliminating manual interventions and driving operational efficiency.

Results: The solution delivered a rapid time to value by providing real-time visibility and identifying pain points within the process. By automating the workflow, we significantly improved the complaint-handling efficiency, cutting turnaround time by 50% and enabling an automated path to resolution, reducing both errors and delays. Furthermore, the shift to cloud-based solutions contributed to a more sustainable approach, optimising resource usage and reducing the environmental footprint.