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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

Single source of truth

All complaints and case updates became visible in one CRM workspace.

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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