A private, secure and on-brand portal

To begin with, we created the complaints workflow within their own private and branded DOQEX service. By default, each client is provided with their own private & secure area within the DOQEX Cloud. The ‘own-branded’ functionality already forms part of our DOQEX Data Security Suite and is freely available to all clients on our platform.

The service operates from a dedicated node (within the DOQEX cloud) using the customer’s own domain, with their own certificates and custom templates. This ensures that their customers fully trust the portal and identify it as part of the trusted brand.

A secure customer workflow

Within the client’s branded portal, we built and published (we’re a managed service after all) a ‘complaints’ workflow. This workflow begins by offering the customer a choice of either:

• completing an online form, or
• downloading a ‘digital form’ that could be completed ‘offline’ and uploaded later.

The online form (created using the DOQEX suite’s form builder) contains all the fields required to collect the mandatory information. While we’ve mentioned it, the DOQEX form builder is a powerful, yet easy-to-use tool to quickly build and share online forms. These forms can consist of basic text input fields, all the way up to complex multi-page, multi- function & logic driven selections.

Once the form is completed, it is then summarised on a secure submission page, with the facility to upload additional supporting documentation and evidence (should it be required).

Similarly, the downloadable form contains a link to a secure submission page, which the customer uses to upload their completed form and any supporting documents.

Seamless integration into the back office

Once the form has been submitted, the following steps take place:

1. The online complaints form is converted into pdf format.  During this process an XML manifest file is also created containing key attributes of the customer, including document references and a complaint reference code.  For clarity, the XML manifest file structure was defined by the customer and then configured by us.
2. The submission form, any uploaded documents and the XML manifest file are then submitted securely back to the organisation. This is done using the DOQEX SFTP server. A Virtual File Store is created which maps an SFTP endpoint within the client organisation to the DOQEX service.

All submissions are processed in real-time. Files are pushed to the client service, which parses the manifest.xml file, which in turn passes the key data of the submission into the organisation’s CRM system.

Robust audit & reporting functionality

As with all workflow solutions we provide, auditing and reporting are integral to the service.

It’s always important to the ability to know who did what, when and from where when handling sensitive or regulated information. Being able to prove data was received can often be critical in repudiation.  Likewise, verifying that processes are compliant and being adhered to, particularly in regulated markets.

All data, system & user actions are logged in the audit trail. Each workflow provides detailed response reporting on all activity.

Fuss-free and fast

DOQEX workflow solutions are easy to deploy and delivered within short timescales, often within a week. In most situations, as in this case, the solution was delivered in parallel to their existing process, thus keeping disruption to an absolute minimum. Once the client was satisfied after testing, a managed cutover was performed.