Case Study: Rightmove achieves streamlined complaints handling and improved customer service with Bonitasoft

Complaints Handling Management with Bonita

Rightmove, the UK’s number one property website, faced challenges in handling customer complaints and streamlining administrative, sales and delivery processes to improve customer service and retention. To address these issues, Rightmove selected Bonitasoft and implemented its Bonita platform, beginning with a focused complaints handling project.

Bonitasoft implemented Bonita in stages—starting with complaints management and extending to other administrative and sales/delivery workflows—bringing flexibility and a consultative approach to adapt the platform to Rightmove’s needs. As a result, Rightmove achieved more consistent and efficient complaint handling, streamlined back-office and sales processes, and improved customer service and “stickiness,” strengthening partner relationships and commercial engagements.

Rightmove

Simon Roberts

Internal Sys Dev Manager