In fact, it is often spoken in complaint handling operation, 'in the middle of the complaints, lies opportunities'. You may even get more reliabilities by how you handled them.
The following Workflow, is a "Complaint Handling operation" that corresponding to complaints which come in by email and Web form by email (and others). It is assumed a company which has no dedicating section of complaint handling, and 'reply sentence' will be written by personnel of various sections. When you operate this Workflow in the Cloud-based Workflow, Questetra BPM Suite, you can grasp 'what complaint is coming in' and 'what complaint had been coming in' at anytime from anywhere.
* BPM: Business Process Management
[Complaint handling flow]