Orchestrates Which complaints should be assigned a single joint claims/service handler immediately?
Complaint Handoff
Strategic workflow diagnosis
- Purpose
- Stop customers from re-explaining the same complaint at every handoff.
- Owner
- Customer Service Manager
- Trigger
- A complaint is logged that references an open or recent claim.
- AI options considered
- None used -- this was a process and ownership change, not an AI capability.
- Human roles involved
- The joint handler owns the case end to end; no automated decision is made here.
- Current state
- Claims and customer service each keep their own notes; a handed-off complaint starts from a blank page on the receiving side.
- Future state
- A single joint handler owns the complaint, with visibility into both teams' notes from the first handoff.
Information assets involved
Add a step
No steps yet — use the standard template above or add steps one at a time.