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Faster cycles · Both

Complaints and churn are rising.

Each complaint is fixed and forgotten, so the same problem returns next week. We fix the customer first, then find and remove the cause.

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What it looked like

  • The same three complaints keep coming back.
  • Branches blame the warehouse, the warehouse blames suppliers.
  • Nobody can say how many complaints came in last month.

HospitalityHealthcareRetail and e-commerce

02 · What we did, stage by stage

What we did, stage by stage

  1. Assess

    We read three months of complaints and reviews and rank causes by cost and frequency.

  2. Map

    We map how a complaint travels today, from first contact to whatever happens next.

  3. Mature

    A complaint SOP, cause categories, response times and a monthly root-cause review with owners.

  4. Automate

    Complaints from every channel are tagged and logged in your CRM, with a weekly cause report.

  5. Optimise

    Repeat causes go to an owner who changes the SOP; we track whether they come back.

03 · The process

Complaint to root cause analysis

Every complaint is fixed for the customer, tagged by cause, and repeated causes go to an owner who changes the SOP.

What changed

  • Complaint to root cause2 months10 daysExample
  • Repeat complaints100 a month55 a monthExample
Complaint to root cause analysisComplaint to root cause: 2 months → 10 days · Example

Complaint to root cause analysis

  1. Complaint arrives
  2. Tag the cause
  3. Logged in CRM
  4. Serious or repeat customer?
  5. Fix for the customer
  6. Weekly cause report
  7. Same cause three times?
  8. Owner finds root cause
  9. SOP or control updated
  10. Cause removed for good
  11. Complaint to root cause: 2 months → 10 days (Example)

05 · Questions

Questions

  • Is this a customer service tool?

    No, Devvion designs the process behind service: who owns a complaint, how causes are tracked and who fixes them. We connect it to the CRM or helpdesk you have.

  • Does this count towards ISO 9001?

    Yes, Devvion's root-cause loop produces the corrective action records ISO 9001 clause 10 asks for. We get you ready; an accredited body certifies.

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06 · Contact

Book the assessment.

Tell us what is slowing the business down. We'll confirm the scope and the dates on a first call.