Mail, parcels, express, financial and digital services: handle complaints from millions of customers across your network of post offices and sorting centers, with controlled deadlines.
Request a demoContact usA postal operator manages huge flows and very different businesses: each complaint must be linked to the right item, service and site.
Lost, delayed or damaged parcel, wrong address: the complaint must be linked to the tracking number and investigated along the whole chain.
Undelivered registered letter, delivery notice, redirection: frequent complaints that require a documented answer.
Loss or damage claim, supporting documents, compensation amount: a regulated process to follow end to end.
Hundreds of contact points: each site must handle its complaints and report to headquarters.
Money orders, accounts, payments, online services: complaints with requirements close to banking.
E-merchants and key accounts expect dedicated complaint follow-up and service commitments.
Reasons organized by business (mail, parcels, express, financial services, digital) and by stage of the postal chain.
Undelivered letter, routing delay, registered mail with acknowledgement of receipt, delivery notice, redirection, PO box.
Lost, delayed, damaged or pilfered parcel, wrong address, pickup point, return to sender, customs clearance.
Guaranteed time not met, tracking interrupted, duties and taxes, international items and Universal Postal Union standards.
Declared value, proof of posting, compensation scale, investigation period, disputed amount.
Unpaid money order, money transfer, account and card, bill payment, counter transactions.
Waiting at the counter, opening hours, welcome, app, online tracking, online payment, appointments.
One platform for every business in the group, from the counter to headquarters.
Post offices, contact center, website, app, e-mail, social media: a single complaint repository.
Learn more →Mail, parcels, express, financial services, digital: each complaint goes to the right business.
Learn more →SLAs by item and complaint type, alerts and automatic escalation.
Learn more →A complaints center that coordinates post offices, sorting centers and headquarters.
Learn more →Volumes, response times, reasons and compensation rates by region, site and product.
Learn more →Surveys after handling to track service quality as perceived by customers.
Learn more →Absorb high volumes and speed up case investigation.
Generate replies, compensation decisions and customer letters automatically.
Learn more →Assign complaints to the right site or business and retrieve the item's tracking data.
Learn more →Model the circuits: post office, sorting center, compensation department, regional management.
Learn more →Answer frequent questions automatically: item tracking, opening hours, how to file a complaint.
Learn more →A customer reports that a parcel they sent never reached its destination.
The customer reports the loss at a post office, on the website or through the chatbot, giving the tracking number.
Classified as "Parcel – not delivered", the complaint retrieves the item's tracking history and is assigned to the last processing site.
Proof of posting, declared value and invoices are attached to the case in the EDM.
Workflow: processing site (search) → sorting center → compensation department if the parcel is not found within the investigation period → regional management approval above a set amount.
The decision letter and compensation amount are generated automatically from the rate scale.
The customer signs the compensation agreement electronically; payment is triggered and the case closed.
Complaints per 10,000 items
Share of parcel, mail and financial service complaints
Average investigation and response time
Compensation rate and amount
Complaints by region, post office and sorting center
Satisfaction after handling and perceived service quality
Poste Maroc, also known as Barid Al-Maghrib, covers mail distribution, parcel delivery, banking products and digital services. The group relied on Complaints Manager to handle, track and resolve its complaints efficiently and quickly.
Yes: through the API Manager, the tracking history is retrieved from the item number and displayed in the case.
The RPA Dispatcher distributes complaints automatically, the chatbot absorbs tracking requests and standard replies speed up handling.
Yes: key accounts and e-merchants can have a specific circuit, deadlines and reporting.
Yes: each site sees the complaints that concern it and information reaches headquarters in real time.
Our experts will show you how Complaints Manager handles the volumes and diversity of postal businesses.
Request a demoStart the Chat
Welcome to Complaints Manager,
Do you have questions? We'd be glad to chat with you!
