CWA SmartProcess Complaint Management Software

In complaints and service management, technical expertise, optimal availability, and fast processing times are crucial for high customer satisfaction.

With SmartProcess, you can efficiently record complaints and grievances and control processing fully automatically via intelligent workflows. The software supports you with optimal availability, competent processing, flexible task distribution, and reliable adherence to deadlines.

SmartProcess is powerful complaint and grievance software that sustainably increases customer and employee satisfaction and continuously optimizes your products and processes. Numerous tried-and-tested standard workflows are available for immediate use, ensuring rapid implementation.

With the SmartAI extension, you can create process drafts from descriptions or uploaded documents, generate knowledge-based questions for read receipts, and receive answers from processes, documents, the wiki, and help via the integrated AI chatbot. The chatbot takes access rights into account and cites its sources. Via the MCP interface, central AI chatbots and AI agents within the company can use relevant information from SmartProcess as context for their responses.

All AI features and the MCP interface are available for cloud applications. Use of the AI features is billed via optional SmartAI Credits; the MCP interface is available as an add-on module.

Functions of the intelligent complaints software:

• Comprehensive complaint handling for customer, supplier, and internal complaints
• Automated complaint handling with structured workflows
• Workflow-based control of all complaint and grievance processes
• User-friendly, intuitive operation for an optimal user experience
• Seamless email integration with automatic sending and importing, as well as web forms
• Intelligent deadline and escalation management for reliable processing
• Automatic detection of recurring errors and contacts
• Standardized 8D report creation for systematic problem solving
• Comprehensive evaluations and reports for data-based decisions
• Flexibly configurable forms and customizable input masks
• Web-based process designer for user-friendly workflow definition
• Versatile application for risk management, process management, and workflow management
• Mobile web app for optimized use on all end devices
• AI-powered process creation: Describe a process or upload a document. SmartAI generates a process draft that you can review, supplement, and further edit directly.
• AI-generated knowledge questions for read receipts: Use SmartAI to automatically generate questions about processes and documents to check understanding of important content.
• SmartAI Chatbot: Ask questions in natural language and receive answers from processes, documents, the wiki, and help—taking your access rights into account and including source references.
• MCP interface: Provide relevant text excerpts from processes, documents and wiki content as context to your company’s MCP-compatible AI chatbots and agents, while respecting existing permissions.
• Validity Extension as a Workflow: Manage the review and extension of the validity of processes and documents through a defined workflow with assigned responsibilities and approvals.
• Further improvements in version 26.7: new SmartAI settings, enhanced process version comparison, additional security mechanisms in document management, direct links to cases, and enhancements to the mobile web app, reporting and permission configuration.

With the mobile web app, you can flexibly process complaints while on the go. The mobile application allows you to document statements and measures or add photos directly as visual documentation.

A free trial version is available online. SmartProcess offers you maximum flexibility both as a scalable cloud solution and as an on-premises installation. The cloud solution meets the highest security standards and enables quick implementation into your existing IT infrastructure.