Colep Packaging, part of the RAR Group, is one of Europe’s leading aerosol packaging suppliers and a key player in the Iberian market. With more than 700 employees across Portugal, Spain, and Poland, the company sought to modernize and simplify its manual complaints management process, which relied heavily on Excel files and repetitive bureaucratic tasks.

The challenge was clear, to create a digital platform that would centralize all non-conformities and client complaints, automate communication flows, and provide full traceability of every action, ensuring faster resolution and greater operational efficiency.

The new eComplaints platform was designed to support every step of the process, from registration to closure. Integrated with SAP, it allows quality teams to record and monitor complaints, assign actions, track deadlines, and generate detailed performance reports automatically.

Built around the 8D methodology, the platform ensures continuous improvement through data analysis, transparency, and accountability. By digitalizing the entire flow, Colep now saves more than 3,500 administrative hours per year, reduces average resolution time to seven working days, and gains immediate access to real-time quality indicators.

A solution that reinforces Colep’s commitment to customer satisfaction and operational excellence, turning complexity into efficiency and data into action.