Complaint Handling

Cresen Solutions' Complaint Handling is an AI-powered complaint management workflow designed specifically for life sciences organisations. It brings speed, structure, and strategic intelligence to every stage of complaint management — from initial intake and classification through to trend analysis and proactive risk reduction. The platform is built to help quality and compliance teams resolve complaints in a timely, compliant, and insight-driven manner.

By combining AI-driven analysis with historical data pattern-matching and dynamic routing, Cresen's Complaint Handling solution transforms individual complaints into broader quality intelligence, enabling teams to reduce future risk and improve customer satisfaction across the product lifecycle.

AI-Powered Workflow Steps

1. Analyze complaints — The system begins by evaluating each complaint for severity, classification, and risk level to determine the appropriate response path.
2. Find similar cases — AI uses pattern-matching across historical complaint data to surface similar past complaints and their outcomes, providing immediate context for investigators.
3. Auto-route complaints — Each complaint is dynamically routed through the appropriate workflow based on its issue type and urgency, reducing manual triage effort.
4. Escalate when needed — The system automatically flags complaints that warrant escalation due to high severity or patterns of reoccurrence, ensuring critical issues receive prompt attention.
5. Uncover trends — Complaint data is aggregated and analysed at scale over time to identify broader trends, helping teams take proactive steps to address systemic quality issues.

Key Capabilities

• Severity and risk-based complaint classification
• Historical data pattern-matching to identify similar cases and prior resolutions
• Dynamic, rules-driven complaint routing based on issue type and urgency
• Automated escalation triggered by severity thresholds or recurring issue patterns
• Deep trend analysis across aggregated complaint data over time

Benefits

• Ensure timely closure of all complaints, supporting regulatory deadlines
• Minimise regulatory exposure during inspections through structured, auditable workflows
• Identify trends and recurring issues before they escalate into larger quality events
• Strengthen post-market surveillance systems with data-driven insights

Cresen's Complaint Handling platform is built for life sciences compliance, making it well-suited for organisations seeking to modernise their quality management processes, reduce inspection risk, and meet the demands of post-market surveillance requirements.