Toors: Complaint Process Automation
For Toors, we delivered a complaint management system that automates the workflow from intake to customer response.
Rules and AI cover most repetitive complaint cases.
Typical complaints are resolved significantly faster.
The role can now focus fully on specialized work.
The complaint operation depended on a legacy setup with heavy coordination overhead and limited scalability.
We implemented a web-based workflow platform with automated classification and response generation for typical cases.
All process actions are tracked with auditability and role-based access controls.
- Automated classification with rules and AI assistance
- Internal dashboard with workflow visibility and SLA tracking
- Auditable process from submission to closure
- React
- Node.js
- PostgreSQL
- Rule-based automation
- AI-assisted classification
For Toors, we delivered a complaint-process automation use case focused on replacing repetitive manual coordination with a structured digital workflow. The goal was not just modernization of tools, but measurable operational relief for the quality team and faster customer response in common scenarios.
The first step was process discovery from complaint intake through classification, internal handling, and outbound communication. We identified that a large share of cases followed stable decision patterns, making them suitable for a combination of rule-based automation and AI-assisted decision support.
From an implementation standpoint, we built a modern web system on PostgreSQL with a workflow engine and an internal quality dashboard. The team gets visibility into statuses, SLA, throughput, and recurring defect trends, while preserving full traceability of decisions and actions.
The most important business outcome was capacity: by automating typical complaint cases, Toors freed roughly 1 FTE that can now be fully dedicated to specialized work instead of repetitive processing steps. This turned the initiative into a practical productivity gain, not just a technical upgrade.
The key outcome is operational: 1 FTE can now focus on high-value specialist work.
