About the Client
A coalition of consumer associations operating in Belgium, Italy, Portugal, Spain, and Brazil, actively advocating for consumer rights, promoting market fairness, and ensuring consumer safety. The organization provides a range of services to support consumers in navigating legal and market challenges.
Customer Challenge
The organization sought to better address consumers’ legal assistance needs and provide a seamless omnichannel experience. This required integrating their digital complaints handling platform with a new case management tool built on Salesforce. The project aimed to launch a comprehensive complaint resolution service to support consumers through legal disputes, while also enabling collaboration with external partners. This initiative needed to accommodate diverse country-specific requirements and strengthen the organization’s position amidst growing competition from legal technology start-ups, law firms, and insurance companies.
Solution Provided
We implemented Complaint as a Service (CaaS), a fully integrated complaint management system accessible to back-office teams, consumers, and internal lawyers. Customers could submit complaints through the organization’s website for streamlined resolutions. The solution was localized for each participating country, ensuring it met the unique legal and operational requirements of Belgium, Italy, Portugal, and Spain. The platform empowered the organization to provide end-to-end support, from legal advice to court interventions, setting them apart in the legal market. This digital transformation reinforced their market position, improved operational efficiency, and elevated the consumer experience.
