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 Sprint
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 AI development — at Philips Research, Heidelberg University Hospital, and CERN. Our standard: systems must work 10 out of 10 times. Not 9.
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.