Platforms and marketplaces · Non-governmental organisation · Poland
Konsumersi.pl, built by Coblit for Fundacja Konsumentów, automates complaint handling: companies reply without an account, and cases live in one system.
About the project
We designed and delivered a platform that automates complaint handling and organises communication between consumers and companies.
Project journey
Complaint handling was manual and fragmented: submissions were taken in by hand, there was a lot of email, Excel instead of a system, and no mechanism to motivate companies to respond.
Every day without a solution meant more manual work, slower service and missed opportunities.
We designed and delivered a platform that automates complaint handling and organises communication between consumers and companies.
After the rollout, the client had a working solution that took over work previously done by hand.
Who it’s for
We see similar challenges in many companies. If you recognise yourself in this list, this project shows what we can do for you too.
Consumer organisations
Complaints departments in e-commerce
Retail and service chains
Telecoms and energy operators
Platforms connecting customers and companies
Companies looking to cut the cost of handling complaintsWhy it works
Submissions and communication with companies go into the platform instead of email and Excel.
The company replies via a dedicated link, so the low barrier to entry speeds up its response.
The company learns about a submission without any manual work by the foundation's team.
Public submissions motivate companies to respond, which makes resolving cases more effective.
Users handle part of the process themselves, and reporting doesn't require compiling data by hand.
How we ran the project
This is how we worked together on the Fundacja Konsumentów (Konsumersi.pl) project: from understanding the processes, through wireframes and architecture, to rollout and further development.
We talk to the people who will use the system. We map out how processes work today, where time and money are being lost, and how they should work a year from now, once the company has grown.
We build what solves a real problem — not a list of features nobody will use.
We design screens and user journeys in Figma and test a clickable prototype with future users before the first line of code is written.
You see and test the solution at the outset — changes to a mock-up cost a fraction of changes to a finished system. You can order the analysis and mock-ups as a separate stage.
We choose technologies to match the goal, the budget and the systems already running in the company. We design the architecture, integrations and data security so that the system can grow together with the business.
.NET
Node.js
WordPressNo costly rework a year later — the system is ready for more users, more data and new features.
We work in short stages and show a working version every few weeks. We launch the features that deliver the biggest savings first.
You have constant visibility of progress, a say in the direction and see the first results sooner.
We test the system, migrate the data, launch it in the production environment and train the team in day-to-day use.
A smooth start without downtime — from day one the team knows how to work in the new system.
After launch we monitor operation, respond to tickets under the SLA and extend the system with further features and automations.
One partner from idea to ongoing development — you are never left alone with the system.
How we work with every client Technologies we build with
Ready for your own success story?
Facing a challenge similar to Fundacja Konsumentów (Konsumersi.pl)? We’ll show you how quickly you can go from idea to a working solution.
Book a short callCompleted projects
Coblit co-created and built Glinno — a system where employees report problems and ideas, and the company implements improvements the Lean and Kaizen way.
See the projectCoblit rebuilt the Cicle-X platform for consumer complaints and disputes as a multi-instance model — new European countries launched faster and cheaper.
See the project
