CASE STUDY · CLARIFALL
From a blind spot to a manageable pipeline.
How ClariFall turns service cases into structured, auditable business signals — with compliance built into the process.
Explore the solutionIndustry
Energy supply
Topic
Complaint management & sales
Focus
Signal detection, routing, CRM handover & compliance
Solution
ClariFall Complaint
When service cases should become valuable leads. How can this be achieved?
Scattered customer information and an unstructured complaint process made it difficult to identify and follow up relevant leads reliably. Many service cases contained signs of product interest or a risk of churn, but there was no consistent process for systematically capturing and assessing these signals. Potential leads were therefore sometimes passed on manually, without a clear trigger, traceable documentation or a reliable handover to sales.
The most valuable signals were where no one was looking.
Complaints were handled primarily as service cases. Potential product interest and churn risks often remained unstructured. At the same time, legal requirements and deadlines had to be met reliably.
A customer interaction does not end when the ticket closes.
The previous process treated each case as a completed service task. Information potentially relevant to sales or customer retention was lost along the way.
A service case becomes an actionable event.
ClariFall connects case handling, signal detection, compliance and CRM handover in one end-to-end process. This turns an individual customer interaction into a structured and traceable record.
The case is captured, relevant information is identified, responsibilities and deadlines are automatically taken into account, and relevant signals are passed to downstream systems in a structured format.
Manual searches become structured queries.
Complaints were mainly handled as individual service cases.
Relevant signs of product interest or a risk of churn were identified manually.
Information was passed to sales only occasionally and without a consistent trigger.
The information was neither documented in a structured format nor followed up systematically.
As a result, valuable signals from customer interactions often went unused.
Every customer interaction is captured centrally as a structured case.
Automated analyses identify relevant patterns and potential business signals.
Identified signals are passed to downstream systems as structured events.
The underlying case context remains traceable and documented. An individual complaint thus becomes an actionable, auditable process.
Complex requirements become a manageable process.
Automated signal detection:
Relevant patterns and potential leads are identified automatically.
Structured CRM handover:
Identified leads are passed to the CRM in a structured and traceable format.
Integration with existing systems:
Relevant customer and contract information is available centrally within the case.
Automated deadline monitoring:
Statutory deadlines are automatically taken into account in the background.
Immutable audit trail:
All relevant activities remain documented with timestamps for auditing.
Role-based access controls:
Access and information are managed according to each role.