Single source of truth
All complaints and case updates became visible in one CRM workspace.
Case Study
Unified Complaints Management Portal
Centralizing insurance complaints into one governed, measurable service experience.
Unified Complaints Management Portal
The Insurance Authority required a unified channel for receiving, routing, and resolving insurance complaints across multiple sources while preserving compliance and service-level visibility.
Project Overview
- Client
- Insurance Authority (IA)
- Platform
- Creatio
- Duration
- 6 months
- Service type
- CRM & BPM
- Industry
- Government Regulation
The Challenge
Multiple intake channels and uneven case visibility
Complaints arrived from digital forms, social channels, and authenticated government services. Teams needed one operational view that could enforce process rules, reduce handover friction, and support regulator-grade reporting.
The Solution
Unified CRM and BPM complaint handling
Adree configured Creatio workflows for complaint intake, categorization, assignment, escalation, and resolution while integrating the portal with Nafath and external communication channels.
- Unified intake across authenticated and social channels
- Case routing by complaint type and responsible team
- SLA monitoring with escalation rules
- Dashboards for backlog, resolution time, and quality
The Results
A more transparent complaint resolution model
Improved response discipline
Workflow rules reduced missed handoffs and supported SLA-driven operations.
Channel consistency
Citizens and stakeholders received more consistent service regardless of entry point.
Better regulatory reporting
Structured case data enabled faster analysis of complaint themes and service gaps.
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