An Efficient & Responsive Complaint Management System

A large California social services agency was looking to improve service delivery to the public. The agency manages a large number of facilities across the state and needed to respond to feedback and complaints efficiently. While some complaints could be resolved in just a few days, others may take several years to be fully resolved. Each complaint involved a number of stakeholders as well; investigations, legal, etc.. With this many people involved in a single complaint, they needed a clear tracking system to ensure information did not get lost along the way.

They set out to find a solution to reduce total resolution time and increase client satisfaction. They needed a solution that would work well with M365 and be accessible to all the various stakeholders. They also needed a no-code way to build their forms for easy implementation.

They found that Crow Canyon’s NITRO Studio completely fit their needs and provided a powerful and low-cost solution to the complaint tracking requirements.

“NITRO Studio Forms & Workflows have provided important insight to the field staff and their managers. They can now easily see what needs to be done and where we are at with each complaint.”

– Systems Analyst, Large California Government Agency

With the high degree of configurability of NITRO Studio, the government agency was able to build forms that collect and track complaints from start to finish. Now everyone has access to the information they need and is nudged to keep the complaint resolution moving along. NITRO Forms have helped improve complaint resolution time and ensure that no complaints got lost in the shuffle.

NITRO Studio gave the agency the power to create the complaint tracking solution they need within the Microsoft Office 365 environment. By enhancing the Office 365 platform with forms, workflows, reports, portals and more, NITRO Studio provided all the tools and elements that a complaint tracking system requires.

The agency used NITRO Forms to collect and maintain complaint information so staff and managers could easily access it (complaint number, facility number, relevant documents, training, and more). They also set up workflows to nudge staff or managers when questions go unanswered or time-based workflows are necessary. Lastly, NITRO Studio provides insight to field staff and managers on what complaints need attention and where they are in the process (through analysis via Excel, Power BI or another BI software).

They were able to do all this without any code. The project manager was able to build everything his organization needed.

“I have integrated the data collected from the NITRO Form into a Power BI dashboard which has really taken this to the next level in terms of analysis of the data collected and really makes having NITRO worth it.”

– Project Manager, Large California Government Agency

Without the NITRO enhancements, layered on top of the Microsoft Office 365 & Teams environment, this kind of application would not be possible to implement so successfully. The solution uses both the native capabilities of Microsoft Office 365 along with NITRO Studio features to give the government agency the application it needs to provide better service to its constituents.