SMARTER COMPLAINTS WORKFLOWS
Iken helps complaints teams manage each stage through configurable workflows, bringing consistency and accountability to the complaints process.
Configurable Workflows
Task Automation
Real-Time Oversight
HOW YOUR WORK FLOWS
Different complaints Different routes
Configure workflows around the stages, decisions and responsibilities involved in complaints, providing a consistent approach while allowing cases to follow the appropriate investigation and resolution process.
Configurable Stages
Branching Decisions
Repeatable Processes
AUTOMATE ROUTINE WORK
Less administration, more time for resolution
Automate routine tasks, prompts and notifications as complaints progress, helping teams coordinate investigations, manage follow-up actions and prepare responses without unnecessary manual administration.
Automated Tasks
Prompts & Notifications
Document Generation
ONE CONNECTED RECORD
Everything connected to the complaint
Bring correspondence, supporting evidence, investigation notes and actions together in one case record, giving complaints teams a clear history of the case throughout every stage of the process.
Documents & Correspondence
Tasks & Key Dates
Complete Case History
CLEARER OVERSIGHT
Know where every complaint stands
Track complaint progress, deadlines and outstanding actions, with configurable dashboards and reporting to help teams understand workloads, monitor response times and identify cases requiring attention.
Matter Progress
Key Dates & Alerts
Dashboards & Reporting
Complaints Dashboard
Reporting
Matters by Legal Area
Acknowledgement
42
Triage & Assessment
31
Investigation
24
Review & QA
17
Final Response
10
Approaching Deadlines
5
Stage 1 Complaint Response
2 Days
Investigation Update
5 Days
Final Response Due
7 Days
124
Active Matters
↑ 12%
86
New matters
↑ 8%
1,240
Hours recoreded
↑ 15%
18
Team members
BOOK A DEMO
See how Iken could work for your Complaints team
Explore how Iken helps Complaints Teams manage investigations, coordinate responses and maintain clear oversight of deadlines, actions and outcomes.
Short, no-obligation conversation
