Business, projects and contracts
Complaints
The complete process of complaints from establishment through evidentiary attachments to closing with protocols. The module keeps a transparent record of steps, responsibilities, financial items and outputs, so that complaints are resolved consistently, on time and with a full audit trail for both management and the customer.
Context
The Complaints module is part of the internal company portal, which we designed, developed and implemented for a client from the area of trade, projects and contracts. The portal consolidates dozens of corporate agendas into one environment with unified login, roles and auditable history — and the Complaints module is a key part of it.
Challenge
Complaint procedures were handled by e-mail without records, checklists or protocols. The client did not have an overview of open cases, their financial impact or compliance with legal deadlines. The complaint protocol was created manually in a document.
How we delivered
The complaints module covers the entire complaint procedure from establishment to closing with protocols.
Establishment and responsibility: the claim is established with a link to the project and partner (client or supplier) and the person responsible for its handling is assigned.
Evidence and finances: the case is supplemented with a checklist of steps, evidentiary attachments and financial settlement items — including a link to invoices received.
Closing and Outputs: the case will be closed as settled or dismissed. The system generates the call, protocol and summary in PDF and enables Excel export for the monthly report.
Audit: strong change history records edits to individual fields, comments and attachments — status closing is permission-driven, without an unnecessary multi-step chain like invoices.
A day in the life: the implementer creates an accident claim, the person in charge completes the checklist and financial items, and once resolved, the protocol is printed and the monthly export is sent.
Client benefits
Every complaint procedure has a digital trail
submission, procedure, protocol and result. Dates are tracked automatically. The number of complaints escalated without supporting documents dropped to zero.
Step-by-step workflow
Establishing a claim linked to the project and partner (client or supplier)
Assigning a person responsible for equipment
Supplementing the checklist and evidence attachments
Entering financial items for settlement (link to received invoices)
Closure as provided or denied
Printing of the protocol and monthly report or export
Module capabilities
- establishment and registration of claims
- assigning a responsible person
- checklist and evidence appendices
- financial settlement items
- closing according to authorizations (without a multi-level chain like an invoice)
- strong change history and comments
- record of changes in individual fields during editing
- Excel export and PDF protocols
- tracking deadlines and notifications
Integrations
- projects and orders
- directory of partners (client/supplier)
- invoices received (financial settlement)
- Excel export
- PDF challenge, protocol and summary
Process statuses
- It is being processed
- Equipped
- Rejected
- Archived (with history preserved)
Operations and further development
We designed the module with future development in mind — the modular architecture allows adding new fields, reports or integrations without interfering with the existing core. Clean code, documentation, and separate configuration files ensure that the system can be developed by another team — without depending on one person who knows "how it works."
For this type of solution, datatek, spol. s r. o. also provides long-term operational support, monitoring and SLA — so the client is sure that the system works even after years.
Do you need a similar module?
We will design and develop an internal application according to your processes — from analysis to deployment and long-term support.