Effective Alternative Dispute Resolution (ADR) depends on well-organised information, clear communication and reliable follow-up. Through ADR4EU — Cross-Border Consumer Protection through ADR Innovation, EADR has completed the integration of an Odoo case-handling system tailored to its ADR workflows.
The public summary of D3.1 — Case Handling Odoo Integration Report provides an accessible overview of the completed implementation and how it supports everyday dispute handling.
Connecting submissions with case handling
The integrated system connects EADR’s website dispute form directly with its internal case workflow. Submissions create case records within Odoo, reducing the need to transfer information manually between separate tools.
Existing case data has also been migrated securely into the new environment, supporting continuity between historical records and ongoing case handling.
Clearer organisation of correspondence
Each dispute has a central case record linked to separate communication records for the consumer and the operator. This allows staff to follow overall progress while keeping each party’s correspondence in its appropriate context.
The structure brings together case information, attachments and progress updates, making the history of a dispute easier to follow and supporting continuity when responsibility passes between staff.
Supporting routine work while retaining professional judgement
Automated functions support case creation, employee notifications, resolution-timeline tracking and document generation. These tools assist the administrative process, while staff remain responsible for reviewing information, making procedural decisions and checking correspondence before it is sent.
The implementation also includes access controls, secure connections, logging and encrypted backups to support the protection and availability of case information.
Training completed for operational use
EADR staff have completed in-person training on the new system. The training covered receiving disputes, organising records, communicating with the parties and tracking case progress.
A final workflow guideline provides a reference for consistent daily practice, helping staff apply the new procedures within the integrated environment.
A foundation for continued service development
The completed integration is a practical output of ADR4EU’s work to strengthen the efficiency, accessibility and credibility of ADR services. It gives EADR a connected environment for managing disputes, with clearer correspondence records and traceable case progression.
Learn more about ADR4EU: https://eadr.eu/eu-project-adr4eu
Co-funded by the European Union under the Single Market Programme. Project number: 101266924.
Views and opinions expressed are however those of the author(s) only and do not necessarily reflect those of the European Union or the European Innovation Council and SMEs Executive Agency (EISMEA). Neither the European Union nor the granting authority can be held responsible for them.