The summary of every new and changed complaint arrives by email, critical cases included – without anyone opening the report
How a pharma company fully automates its bi-weekly complaint report – including the comparison with the previous version, the classification of every new or changed entry, and emergency cases reported by email.
Every two weeks, one person exported the complaint report, compared it against the previous version and identified, validated and classified every new or changed entry – across a high volume of records and a complex set of internal business rules. The risk of overlooking an entry scaled directly with the number of entries, and a missed classification meant incomplete visibility into complaint trends.
The robot runs the entire cycle. It generates and exports the report, compares it against the previous version and identifies every new or changed entry. Each record is validated and classified against predefined business rules – by complaint criticality, emergency product status, human error and affected batches. The classifications are colour-coded, non-relevant entries are hidden and the final report is saved to the internal network. The person responsible receives an email summary – number of new entries, emergency cases identified, a structured overview – without having to open the report.
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