{"id":8464,"date":"2024-12-12T10:08:32","date_gmt":"2024-12-12T10:08:32","guid":{"rendered":"https:\/\/asugoconsulting.com\/portfolio-items\/implementatie-van-complaint-management-system-caas\/"},"modified":"2026-10-14T14:55:07","modified_gmt":"2026-10-14T14:55:07","slug":"implementatie-van-complaint-management-system-caas","status":"publish","type":"avada_portfolio","link":"https:\/\/asugoconsulting.com\/nl\/portfolio-items\/implementatie-van-complaint-management-system-caas\/","title":{"rendered":"Implementatie van Complaint Management System (CaaS)"},"content":{"rendered":"<div class=\"fusion-fullwidth fullwidth-box fusion-builder-row-1 fusion-flex-container nonhundred-percent-fullwidth non-hundred-percent-height-scrolling\" style=\"--awb-border-radius-top-left:0px;--awb-border-radius-top-right:0px;--awb-border-radius-bottom-right:0px;--awb-border-radius-bottom-left:0px;--awb-padding-right:0px;--awb-padding-left:0px;--awb-flex-wrap:wrap;\" ><div class=\"fusion-builder-row fusion-row fusion-flex-align-items-flex-start fusion-flex-content-wrap\" style=\"max-width:1310.4px;margin-left: calc(-4% \/ 2 );margin-right: calc(-4% \/ 2 );\"><div class=\"fusion-layout-column fusion_builder_column fusion-builder-column-0 fusion_builder_column_1_1 1_1 fusion-flex-column\" style=\"--awb-bg-blend:overlay;--awb-bg-size:cover;--awb-width-large:100%;--awb-margin-top-large:0px;--awb-spacing-right-large:1.92%;--awb-margin-bottom-large:0px;--awb-spacing-left-large:1.92%;--awb-width-medium:100%;--awb-spacing-right-medium:1.92%;--awb-spacing-left-medium:1.92%;--awb-width-small:100%;--awb-spacing-right-small:1.92%;--awb-spacing-left-small:1.92%;\"><div class=\"fusion-column-wrapper fusion-flex-justify-content-flex-start fusion-content-layout-column\"><div class=\"fusion-title title fusion-title-1 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Over de Klant<\/h2><\/div><div class=\"fusion-text fusion-text-1 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><p>Een coalitie van consumentenverenigingen die actief zijn in Belgi\u00eb, Itali\u00eb, Portugal, Spanje en Brazili\u00eb, en die zich inzetten voor consumentenrechten, markttransparantie en consumentenveiligheid. De organisatie biedt diverse diensten aan om consumenten te ondersteunen bij juridische en marktgerelateerde uitdagingen.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-2 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Klantuitdaging<\/h2><\/div><div class=\"fusion-text fusion-text-2 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><p>De organisatie wilde beter inspelen op de behoeften van consumenten aan juridische bijstand en een naadloze omnichannel-ervaring bieden. Hiervoor was de integratie van hun digitale platform voor klachtenafhandeling met een nieuwe case management tool op basis van Salesforce vereist. Het project was gericht op het lanceren van een uitgebreide dienst voor klachtenbeslechting om consumenten te ondersteunen bij juridische geschillen, terwijl ook samenwerking met externe partners mogelijk werd gemaakt. Dit initiatief moest rekening houden met uiteenlopende landspecifieke vereisten en de positie van de organisatie versterken te midden van de groeiende concurrentie van legal tech start-ups, advocatenkantoren en verzekeringsmaatschappijen.<\/p>\n<\/div><div class=\"fusion-title title fusion-title-3 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Geboden Oplossing<\/h2><\/div><div class=\"fusion-text fusion-text-3 fusion-text-no-margin\" style=\"--awb-margin-bottom:40px;\"><div class=\"flex-1 overflow-hidden @container\/thread\">\n<div class=\"h-full\">\n<div class=\"react-scroll-to-bottom--css-fjyrq-79elbk h-full\">\n<div class=\"react-scroll-to-bottom--css-fjyrq-1n7m0yu\">\n<div class=\"flex flex-col text-sm md:pb-9\">\n<article class=\"w-full scroll-mb-&#091;var(--thread-trailing-height,150px)&#093; text-token-text-primary focus-visible:outline-2 focus-visible:outline-offset-&#091;-4px&#093;\" dir=\"auto\" data-testid=\"conversation-turn-31\" data-scroll-anchor=\"true\">\n<div class=\"m-auto text-base py-&#091;18px&#093; px-3 md:px-4 w-full md:px-5 lg:px-4 xl:px-5\">\n<div class=\"mx-auto flex flex-1 gap-4 text-base md:gap-5 lg:gap-6 md:max-w-3xl lg:max-w-&#091;40rem&#093; xl:max-w-&#091;48rem&#093;\">\n<div class=\"group\/conversation-turn relative flex w-full min-w-0 flex-col agent-turn\">\n<div class=\"flex-col gap-1 md:gap-3\">\n<div class=\"flex max-w-full flex-col flex-grow\">\n<div class=\"min-h-8 text-message flex w-full flex-col items-end gap-2 whitespace-normal break-words text-start &#091;.text-message+&amp;&#093;:mt-5\" dir=\"auto\" data-message-author-role=\"assistant\" data-message-id=\"f458c424-0581-423a-97fe-8bc47747f13c\" data-message-model-slug=\"gpt-4o\">\n<div class=\"flex w-full flex-col gap-1 empty:hidden first:pt-&#091;3px&#093;\">\n<div class=\"markdown prose w-full break-words dark:prose-invert light\">\n<p>We hebben Complaint as a Service (CaaS) ge\u00efmplementeerd, een volledig ge\u00efntegreerd klachtenmanagementsysteem dat toegankelijk is voor backoffice-teams, consumenten en interne juristen. Klanten konden klachten indienen via de website van de organisatie voor een gestroomlijnde afhandeling. De oplossing werd gelokaliseerd voor elk deelnemend land, zodat werd voldaan aan de unieke juridische en operationele vereisten van Belgi\u00eb, Itali\u00eb, Portugal en Spanje. Het platform stelde de organisatie in staat om end-to-end ondersteuning te bieden, van juridisch advies tot interventies in de rechtbank, waarmee zij zich onderscheidden in de juridische markt. Deze digitale transformatie versterkte hun marktpositie, verbeterde de operationele effici\u00ebntie en verhoogde de consumentenervaring. Gebruikte <a href=\"https:\/\/asugoconsulting.com\/nl\/\">asUgo<\/a>-accelerators: <a href=\"https:\/\/asugoconsulting.com\/nl\/service-accelerator\/\">Service Accelerator<\/a>    <\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/article>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div>\n<\/div><div class=\"fusion-title title fusion-title-4 fusion-sep-none fusion-title-text fusion-title-size-two\" style=\"--awb-margin-bottom:25px;--awb-margin-top-small:10px;--awb-margin-right-small:0px;--awb-margin-bottom-small:25px;--awb-margin-left-small:0px;--awb-font-size:29px;\"><h2 class=\"fusion-title-heading title-heading-left\" style=\"margin:0;font-size:1em;\">Ge\u00efmplementeerde Producten<\/h2><\/div><div class=\"fusion-content-boxes content-boxes columns row fusion-columns-1 fusion-columns-total-1 fusion-content-boxes-1 content-boxes-icon-on-side content-left\" style=\"--awb-backgroundcolor:#ffffff;--awb-body-color:var(--awb-color7);--awb-title-color:var(--awb-color7);--awb-iconcolor:#ffffff;--awb-item-margin-top:-10px;--awb-item-margin-bottom:-10px;--awb-hover-accent-color:var(--awb-color7);--awb-circle-hover-accent-color:var(--awb-color7);\" data-animationOffset=\"top-into-view\"><div style=\"--awb-backgroundcolor:#ffffff;--awb-iconcolor:#754de3;--awb-content-padding-left:70px;\" class=\"fusion-column content-box-column content-box-column content-box-column-1 col-lg-12 col-md-12 col-sm-12 fusion-content-box-hover content-box-column-last content-box-column-last-in-row\"><div class=\"col content-box-wrapper content-wrapper-background link-area-link-icon icon-hover-animation-fade\" data-animationOffset=\"top-into-view\"><div class=\"heading heading-with-icon icon-left\"><div aria-hidden=\"true\" class=\"image\"><img decoding=\"async\" class=\"lazyload\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" data-orig-src=\"https:\/\/asugoconsulting.com\/wp-content\/uploads\/2023\/12\/image22.png\" width=\"50\" height=\"50\" alt=\"\" \/><\/div><h2 class=\"content-box-heading\" style=\"--h2_typography-font-size:24px;line-height:29px;padding-left:70px;\">Service Cloud ge\u00efntegreerd met documentbeheersysteem en messaging-platform<\/h2><\/div><\/div><\/div><div class=\"fusion-clearfix\"><\/div><\/div><\/div><\/div><\/div><\/div>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":8465,"menu_order":0,"comment_status":"open","ping_status":"closed","template":"","format":"standard","meta":{"footnotes":""},"portfolio_category":[202],"portfolio_skills":[195],"portfolio_tags":[199],"class_list":["post-8464","avada_portfolio","type-avada_portfolio","status-publish","format-standard","has-post-thumbnail","hentry","portfolio_category-non-profitorganisatie","portfolio_skills-service-cloud","portfolio_tags-service-accelerator"],"yoast_head":"<!-- This site is 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