Complaint in. Case created.
Your AI captures the complaint, assigns it to the order, and triggers the process — before your team has to search manually.
Today's Reality.
Complaints arrive via email, phone, letter, or portal — each time captured manually.
Staff search for the order, delivery note, specification — often across different systems.
The assignment (which part, which order, which defect) takes more time than the actual processing.
Documentation for quality management (ISO 9001) is time-consuming and incomplete.
What Your AI System Can Do.
Capture
Complaint comes in — email, form, portal. The system recognizes customer, product, defect description.
Assign
Automatic matching with order, delivery note, specification in the ERP.
Document
Complaint file is created, categorization happens automatically. ISO-compliant documentation from the start.
Process
Your team gets a ready case — with context, history, and recommended action.
Especially relevant if:
You handle 20+ complaints per month. You're a supplier with documentation requirements (ISO 9001, IATF 16949). Processing depends on 1–2 people who know the process and the customers.
Under the Hood.
Infrastructure
On-premise or EU cloud.
Integration
Direct connection to ERP, QM system, email.
Models
Trained on your complaint categories, products, and customers.
Audit-ready
Every step is documented and traceable.
Audit-ready from the start — every case, every change, every decision is logged.
How It Works.
Design Phase
2 WeeksWe analyze your complaint process with real cases, identify bottlenecks, and validate feasibility with an initial model. You get: process map, technical solution architecture, business case, and a clear go/no-go recommendation. Fixed price.
Implementation & Go-Live
4–10 WeeksSystem productive, integrated, documented. Your QM team and complaint handlers test and validate — they decide when the system goes live. Clear scope, clear price.
Operations
OngoingWith every new complaint, classification is refined; new categories and root cause analyses can be added at any time. Either as a managed service — or handover to your IT with full documentation. No vendor lock-in.
“Omniance has made our internal administration significantly faster and simpler — with excellent return on investment.”
INOS GmbH & Co. KG
Industrial On-Site Solutions
Built by a team with 16 AI patents and 14 years of applied programming — at Philips Research, Heidelberg University Hospital, and CERN. Medtech standard: 10 out of 10 times.
Meet the teamLet's check if your complaint handling can be faster and cleaner.
No pitch. We look at your complaint process together — and honestly tell you whether an AI-powered complaint workflow makes sense for you. If not, we'll say so.