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complaint management system

claimsflow

Modern, centralized, modular system for managing complaints and incidents.

It helps unify processes, speed up complaint resolution, and bring greater order and transparency to communication between all parties involved, including customers, e-shops, carriers, and internal departments.

Key benefits that make the difference

In e-commerce

  • Time-consuming communication with carriers.
  • Unclear complaint status due to delegated handling.
  • Manual data re-entry, negative impact on customer experience (CX).

In transport & logistics

  • Complaints scattered across emails, Excel files, and various systems.
  • Inconsistent processes between depots, countries, or partners.
  • Complex complaint reporting and a lack of data for subsequent process optimization and improvement.

Benefits for Companies

Increased efficiency and time savings

Significantly less manual work and duplicate tasks, with faster complaint resolution.

Fewer errors, more control

Integration with operational systems minimizes human mistakes, with transparent processes across departments.

Improved customer experience

Customers have a clear overview of their complaint status, while quick responses and automated communication build trust.

Flexible deployment

The system can be integrated into existing IT stacks of couriers or e-shops and is scalable for small online stores as well as large logistics operations.

Increased efficiency and time savings

Significantly less manual work and duplicate tasks, with faster complaint resolution.

Fewer errors, more control

Integration with operational systems minimizes human mistakes, with transparent processes across departments.

Improved customer experience

Customers have a clear overview of their complaint status, while quick responses and automated communication build trust.

Flexible deployment

The system can be integrated into existing IT stacks of couriers or e-shops and is scalable for small online stores as well as large logistics operations.

When even a single complaint becomes a small project

A package complaint often starts with a single email and a simple question from the customer.

 

Behind the scenes of logistics, however, it can turn into a process where the depot, operations, and customer support gradually become involved, each adding another piece of information to the overall story.

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claimsflow

Types of claims & incidents natively supported by ClaimsFlow

The system is designed to flexibly respond to various situations that may arise during delivery, ensuring a smooth and reliable process.

Damaged goods

Unpacked | opened items, defective goods

Damaged shipments

Damage report | protocol

Lost shipments

Compensations & delivery failed

Unidentified parcels

Missing info, incorrect address

Content Check | IHP shipments

Inspection upon visible damage

Losses and fraud

Fake orders, monitoring & prevention

KEY FEATURES

What functionalities does the system offer?

Functionalities in IT systems should not exist just because they are technically possible. Their real value appears only when they simplify work, save time, and deliver a tangible benefit for the customer in everyday practice.

Centralization

ClaimsFlow brings together all key parts of the complaint management process into one unified system. All complaints are managed centrally, within a consistent data structure, with a complete history of each case.

This ensures that complaint-handling agents always have the same up-to-date information without searching through emails or external spreadsheets.

The system allows workflows and approval processes to be configured according to specific needs, complaint types, customers, or services.

Each step of the process has clearly defined roles, responsibilities, and mandatory data fields, ensuring that complaints move forward correctly and in line with internal rules.

The solution includes advanced deadline and SLA management. ClaimsFlow makes it possible to define deadlines by customer, product, or service, automatically track due dates, and escalate cases when necessary.

The result is better SLA compliance and a significant reduction in complaint resolution time.

Internal communication and investigation take place directly within each complaint. An integrated chat enables efficient information exchange between depots, partners, e-shops, and internal teams, with all communication stored as part of the case. 

This ensures full transparency and continuity of information.

ClaimsFlow covers all common types of complaints and incidents, from damaged, lost, or delayed shipments, to unidentified parcels and content inspections in case of damage. Each case can easily include photos, reports, and other documents, support file and email notification templates, and provide a complete audit trail of all changes.

The system also supports automated communication. Using language and case type specific email templates, it sends notifications to all participants in the process and is ready for a multilingual environment. Thanks to open integrations,

ClaimsFlow can be connected to shipment tracking, invoicing, and other internal systems, with options for data import and export and outputs for reporting and BI tools.

 

CLAIMS FLOW

Implementation

The solution can be deployed in both cloud and on-premise environments.

PAAS | SAAS

Cloud infrastructure

It is necessary to ensure: a database storage, both relational and NoSQL solutions and a host for the web application e.g., Azure App Service.

IAAS | VIRTUALIZATION | BARE METAL

On-Premise infrastructure

It is necessary to ensure: hardware or a virtual server for hosting the web application e.g., Windows – IIS, Linux – Kestrel and database storage, both relational and NoSQL solutions.

tech stack

Technologies

Solution customization tailored to your preferences.

The solution can be adapted to the customer’s needs, particularly in the following areas:

  • User interface design,
  • Configurable workflows,
  • Integration with external systems,
  • Automated processing methods including the use of AI.

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Contact us, and we’ll schedule a time to fine-tune CLAIMSFLOW according to your preferences, all while enjoying a good cup of coffee together.

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Information on the processing of personal data - contact form

If you use our contact form, we will process your personal data to the extent of the data you have provided in the form (name and surname, contact details, or link to the company if you are the contact person of a legal entity or other data specified in your message) for the purpose of handling the request for information (inquiry/question) submitted via the contact form on the website of the controller.

In accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 on the protection of natural persons with regard to the processing of personal data and on the free movement of such data and repealing Directive 95/46/EC (General Data Protection Regulation) (hereinafter also referred to as the “GDPR”), we hereby inform you about the terms and conditions of the processing of your personal data. 

Identification data of the controller: the company ForesServices, s. r. o., with registered office: Prievozská 14, Bratislava 821 09, ID No.: 35692103, registered in the Commercial Register of the Municipal Court Bratislava III, Section: Sro, Insert No.: 11155/B

Contact details of the controller:


We process data for this purpose on the basis of your consent in order to respond to your enquiry or request. The provision of data is voluntary, but without providing it, the request cannot be processed. The data subject has the right to withdraw his or her consent at any time by sending an e-mail to the e-mail address of the controller info@fores.group.

Withdrawal of consent does not affect the lawfulness of processing based on consent prior to its withdrawal. We will store your data for this purpose until the request is processed (until the requested information is provided), but for no longer than 1 year. The recipient of your data is the provider of support and operation of the website and the provider of web hosting services. Personal data will not be used for automated individual decision-making, including profiling.


As a data subject, you have the following additional rights:  

The right of access to personal data under Article 15 GDPR: 

The data subject shall have the right to obtain confirmation that the controller processes personal data concerning him or her. The data subject has the right to obtain access to his or her personal data (the right to be provided with a copy of the personal data held by the controller about the data subject) and information about how the controller processes it, to the extent provided for in Article 15 of the GDPR. 

The right to rectification of personal data pursuant to Article 16 GDPR: 

The data subject shall have the right to have personal data concerning him or her rectified if it is incorrect or to have it completed if it is incomplete.  

The right to erasure (right to be forgotten) under Article 17 of the GDPR: 

The data subject shall have the right to obtain from the controller the erasure of personal data concerning him or her without undue delay, under the conditions set out in Article 17 of the GDPR. This right of the data subject shall be assessed by the controller in the light of all the relevant circumstances in accordance with Article 17 GDPR. 

The right to data portability under Article 20 GDPR: 

Where the processing is based on consent or on a contract and is carried out by automated means, the data subject shall have the right to obtain his or her personal data which he or she has provided to the controller in a structured, commonly used and machine-readable format and shall have the right to transmit those data to another controller. As far as technically feasible, he or she shall have the right to have the data transmitted directly from one controller to another.

The right to restrict the processing of personal data pursuant to Article 18 GDPR: 

The data subject shall have the right to have the controller restrict the processing of his or her personal data if one of the cases referred to in Article 18 of the GDPR occurs (e.g. if the data subject contests the accuracy of the personal data during the period for verifying their accuracy). 

The data subjects have the right to file a petition for initiation of a personal data protection procedure with the supervisory authority, i.e. the Office for Personal Data Protection of the Slovak Republic, Park One Building, Námestie 1. mája 18, 811 06 Bratislava, tel.: +421 2 3231 3214, www.dataprotection.gov.sk.

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