Voco Complaints Manager automatically logs, classifies, and routes complaints from any channel: web forms, email, phone, post, or portal. Smart workflows enable cross-team collaboration with automated reminders and escalations to keep things moving.
Real-time dashboards track volumes, performance, complaint types and root causes. Built-in analytics identify trends and hotspots, turning complaint data into actionable insights.
Add AI-powered drafting to speed up responses and improve consistency. It surfaces similar past replies and supporting content from your documents, with clear source, date, and version details and human oversight at every step.
Who it's for
- Large-scale private enterprise
- Financial services (banks, insurance, investment firms)
- Healthcare systems and providers
- Telecommunications companies
- Energy and utilities
- Government agencies
- Higher education institutions
- Transport and logistics companies
How it works Key Features
Streamline complaints for better customer service and lower administrative costs.
Centralised Intake & Smart Workflow
- Captures complaints from every channel into one secure system
- Automatically logs, categorises, assigns, and groups related complaints
- Tailored forms, workflows and rules by department, severity, or complaint type
- Coordinates across teams and agencies with progress tracking and automated reminders
Triage & Response
- Surfaces similar past complaint responses and trusted content from your knowledge base
- AI-supported drafting maintains consistency, flags risks, and reduces resolution time (Optional)
Service-Level Tracking & Escalation
- Configurable response deadlines and SLA targets with automated reminders and escalation
- Maintains accountability and reduces risk of missed deadlines
Compliance & Lifecycle Management
- Full version history and audit trails ensure traceability
- Structured sign-off processes support governance of sensitive complaints
Analytics & Knowledge Reuse
- Real-time dashboards track volumes, types, resolution times, and trends
- Filters by source, location, team, escalation status, or issue category
- Builds searchable archive for continuous improvement and consistent responses
Integration & Configuration
- Tailored fields, workflows, and permissions to your structure
- Enterprise ready with native Microsoft integration and API connectivity
- Scales across departments, agencies, or enterprise-wide
Branded Portal (Optional add-on)
- Public-facing portal for secure complaint submission and status tracking
- Reduces service load with automated updates and progress visibility
The Voco Difference
Voco Complaints Manager is designed for enterprise environments where complaint volumes and complexity require purpose-built solutions. Built with deep understanding of how large organisations actually handle complaints across multiple departments and channels.
We work alongside your team to configure workflows to your exact processes rather than forcing you to adapt to an out of the box tool. The result is a system your team will want to use, one that makes their work easier while improving the client experience.
Frequently asked questions
The platform integrates natively with Microsoft 365, Dynamics, and Power Platform, plus connects to other CRMs and ERPs via APIs. We work with your IT team to ensure smooth integration with your current tech stack.
Yes - it automatically captures and centralises complaints from web forms, email, phone, post, and portal submissions into one secure system with consistent logging and routing.
Completely customisable. We configure fields, workflows, permissions, and processes to match exactly how your organization works rather than forcing you to adapt to the tool.
Built on Microsoft's enterprise security framework with full audit trails, version history, and compliance features. Meets enterprise-grade security standards and supports regulatory requirements.
Yes - the platform scales across departments, business units, and enterprise-wide environments. It grows with your organization without performance degradation.
Real-time dashboards track volumes, resolution times, trends, and performance metrics. Filter and report by source, location, team, escalation status, or issue category with customizable views.
Yes - we provide comprehensive onboarding, training for your team, and ongoing support with continuous improvements that evolve with your needs.
We offer an optional branded portal where customers can securely submit complaints and track their progress, reducing service load with automated updates.
Our Impact Measurable change that matters
We’re here to shift outcomes, not just deliver outputs. From faster apps to smarter sourcing to better-informed decisions - we design for real impact, and we measure it.
Healthcare Client - Clearer strategy, stronger IT
When a key healthcare client needed to strengthen its clinical IT, they chose Voco for its extensive experience in strategy and roadmap development.
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Health NZ - Lotus Notes replacement
In 2023, we led a Health New Zealand - Te Whatu Ora and Pacific Health Funding - project to replace Lotus Notes with a modern Microsoft ecosystem.
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Waka Kotahi NZ Transport Agency - Getting on Top of Contracts
Waka Kotahi NZ Transport Agency keeps New Zealand's national transport system moving. But, with thousands of suppliers supporting its network it needed a better way to manage its contracts.
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Ministry of Health - Goodbye Email Requests, Hello App
In the early days of New Zealand's COVID-19 response, the Ministry of Health faced a formidable challenge: managing a flood of requests for proof of vaccination.
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Ministry of Health - Making Claims a Breeze
The Ministry of Health had a goal to vaccinate 80% of frontline workers against the flu but needed a fast and simple process to reimburse costs to healthcare employers.
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