LTTS Develops a Customized Quality and Complaint Management Solution

The Client and Challenge 

The client, a $18 billion+ MedTech giant, sought an AI-powered unified dashboard to streamline and efficiently manage extensive complaint data. The client struggled to track, classify, and resolve end user complaints about its medical devices within regulatory reporting timelines. Delayed grievance redressal increased customer dissatisfaction, regulatory risk, brand erosion, and operating costs from maintaining a large workforce. To improve efficiency, productivity, compliance, and customer satisfaction across global functions, the client turned to L&T Technology Services (LTTS) for a unified quality and complaint management solution.

The LTTS Approach

LTTS developed a customized AI-powered complaint handling solution, powered by LTTS’ AiKno® platform, which collated data (from multiple platforms), and after RCA analysis assisted investigators by identifying recurring patterns and recommending potential root cause hypotheses. The solution also automated the process of failure code selection and predicted possible failure reasons optimizing CAPA formulation process and quicker resolution for low severity complaints. RPA bots enabled automated data entry into tracking tools like TrackWise to validate completeness and accuracy of complaint records.

The LTTS Solution

To streamline the resolution mechanism, LTTS developed a centralized, intelligent platform featuring: 

• Multi-Channel Aggregation: A unified system that gathers end user complaints from emails, web portals, call centers, and IoT medical devices into a single interface. 

• NLP & AI Processing: Integrated AiKno® (LTTS’ proprietary AI engine) to automatically classify complaint severity, extract root causes, and perform sentiment analysis on unstructured data. 

• Human-in-the-loop: All AI-generated recommendations remain subject to review and approval by qualified quality and regulatory personnel.

  Impact and Results

• Reduced complaint-handling triage time by 40 percent, significantly decreasing compliance-associated risks.

• Reduced complaint closure cycle time by 25 percent.  

• Supported faster post-market surveillance workflows and regulatory decision making, helping the organization strengthen compliance outcomes and protect its brand value globally.

• Drastically reduced operational costs associated with manual complaint logging by 60 percent. 

The LTTS Edge

• Extensive suite of in-house AI solution, labs and partner ecosystem. 
• Deep, multi-geography, and multi-compliance regime delivery capabilities across the medical devices landscape.