The challenge
A financial-services operation managed complaints through email, spreadsheets and a separate incident tool, making coordination and time limits difficult to track.
OUTSYSTEMS IN ACTION / BANKING & FINANCIAL SERVICES
How a financial-services provider raised on-time complaint resolution from 44% to 75%
A complaint needs an owner, a visible next step and a history that survives a team handoff. This provider connected those responsibilities in its customer portal. Explore the reported SLA and capacity changes and the full delivery scope behind them.
RESULTS REPORTED IN THE SOURCE
44% → 75%
complaints resolved within the reported SLA time limits
3 → 1
dedicated full-time handling roles, with occasional additional support
6
weeks including development, acceptance testing and deployment
THE BUSINESS CHALLENGE. THE CHANGE. THE RESULT.
The change
It extended an existing OutSystems customer portal with a purpose-built complaint workflow, communication history, alerts and reporting.
The outcome
The source reports complaints resolved within SLA rising from 44% to 75%, dedicated handling moving from three full-time roles to one with occasional team support, and six weeks for development, acceptance testing and deployment.
Source: customer case study published by OutSystems. Brief prepared by Digital Alchimia.
DIGITAL ALCHIMIA’S DELIVERY PERSPECTIVE
What could this approach unlock for your business?
The useful next step is to connect the story to your own operating reality. Here are the questions we would bring into that conversation.
01
Make a complaint’s next step visible to every service role.
A customer may contact a different team while a complaint is already in progress. Agree which case information that team needs and how communication becomes part of the same history. Those decisions help developers create continuity across the portal and the people responsible for resolving the request.
02
Define the time measure before designing the dashboard.
Agree when a case enters a stage, what pauses or changes its deadline and who reviews an exception. Include those rules in acceptance alongside the user journey. OutSystems specialists can implement alerts and reporting while service owners keep responsibility for the process and the evidence used to assess its performance.
START WITH THE WORK THAT NEEDS TO CHANGE
You bring the business challenge. We help shape the delivery team.
Digital Alchimia provides OutSystems professionals and delivery expertise for application development, modernization and evolution. Whether you need to reinforce an existing team or explore a new initiative, we can discuss the capabilities, responsibilities and next steps that fit your context.
A useful starting brief
✓ The process or customer journey you want to improve
✓ Where work waits, repeats or depends on disconnected systems
✓ The expertise already available in your team
✓ The outcome you want to measure and the timeframe to explore
Turn a promising idea into a useful conversation.
Tell us where your business needs to move faster and where your team needs additional expertise. Let’s explore an OutSystems approach shaped around your requirements.