In today’s manufacturing landscape—where quality, traceability, and risk exposure are under constant scrutiny—a Tier-1 European automotive supplier was facing growing challenges in managing customer complaints and product recalls.

The company’s internal process was fragmented and largely manual: Excel files, scattered documentation, and back-and-forth email exchanges made it difficult to assign responsibilities, identify root causes, and respond quickly to OEM demands. Each complaint consumed valuable time and resources, while poor traceability increased financial and reputational risk.

The introduction of Rcalls, a software platform designed to digitize and automate complaint and recall workflows, brought a complete shift in approach. With Rcalls, the company was able to structure the entire process—logging the event, identifying root causes, assigning accountability, and closing cases—within a single, integrated environment.

One of the most impactful features was centralized traceability: every action, decision, and file was linked to a single case, making internal reviews and external communication more transparent. Real-time dashboards provided full visibility over trends and non-conformities, allowing faster, more targeted corrective actions.

The outcome was striking. Within the first year, the company achieved a 32% reduction in costs related to supplier quality costs, while improving internal collaboration, customer response times, and preparedness for insurance-related audits.

This case shows that digital transformation goes beyond streamlining operations. With structured data, automated workflows, and real-time visibility, Rcalls enables manufacturers to respond faster, reduce errors, and strengthen their position with customers and insurers.