From request to closure: tailor-made FPQRS under full control
FPQRS as a strategic process, not just an operational one
A platform tailored to your operation to strengthen the customer relationship and meet operational and regulatory requirements
FPQRS management as a pillar of the customer relationship
For organizations, proper management of Compliments, Petitions, Complaints, Claims and Requests is a critical component of their relationship with customers and external bodies. DocManager turns this process into a structured, controlled and auditable system.
Centralization of all intake channels
DocManager's FPQRS module records requests from multiple channels such as web, email, call center and physical drop boxes, consolidating all information in a single reliable repository. It can also connect with other systems to unify information and strengthen the process.
Automation that guides the process
Through categorization, classification and rating rules, the system automatically routes each FPQRS to the right workflow, reducing operational errors and ensuring consistent handling.
Tangible benefits of use:
Implement DocManager FPQRS
enables 30% to 50% reductions in response times thanks to automated workflows and assignments
Customer service teams
can achieve productivity increases of 20% to 35% by eliminating manual tasks and informal follow-ups
Full traceability
enables reductions of up to 50% in the time required to handle regulatory requirements or internal audits
Workflows, timelines and owners adapted to your process
DocManager assigns owners, sets response times and generates automatic notifications according to the request type, as defined in your process, to meet SLAs, regulations and internal commitments without relying on manual follow-up.
Structured communication with clients and third parties
The platform supports formal, consistent responses through configurable templates, automatic email delivery, generation and sending of electronically signed documents, SMS, or control of physical media, ensuring full traceability of every communication.
Artificial Intelligence for intelligent classification and continuous improvement of FPQRS
DocManager incorporates Artificial Intelligence capabilities that optimize the handling of Compliments, Petitions, Complaints, Claims and Requests through automatic analysis of content received from any channel. The platform can automatically classify each request by type, priority and responsible area, convert handwritten text into structured digital records, identify recurring causes, suggest corrective actions based on historical patterns and run natural-language searches. This reduces response times, improves consistency in handling and strengthens decision-making geared toward continuous service improvement.
Comprehensive management of corrective and improvement actions
The system documents actions arising from FPQRS, including action, correction and improvement plans under methodologies such as PDCA, strengthening organizational knowledge and continuous improvement.
Controlled access for external parties
DocManager enables segmented access for third parties such as call center providers, law firms or strategic partners, ensuring collaboration without compromising information confidentiality.
Strategic information for control and decision-making
Through detailed reports and statistics by client-defined variables (request type, product, region, agent, period, etc.), the organization gets key information for analysis, control and improvement of customer service.
Serve, understand, act and decide better
With DocManager, customer service evolves into a structured, measurable process aligned with your operation, with reliable information for decision-making. With a platform that adapts to your reality and is designed to grow with your processes, customer service becomes a strategic asset.
DocManager