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Case Study

 

Turning Community Voices Into Action

How Drummond Ltd. reduced response times and improved community grievance management with Borealis

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Context
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Drummond Ltd., Colombia's leading coal exporter, operates across 12 municipalities and nearly 658,000 residents.

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The company manages community requests, grievances, feedback, and reports of misconduct through its Citizen Service System (SAC).

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They sought a modern system to reduce grievance response times, expand opportunities for community feedback, and strengthen trust and their social license to operate.

Challenges

  • Requests and supporting documents were scattered across emails and files, making it difficult to track cases and maintain complete histories.
  • Inconsistent processes across teams made it challenging to manage deadlines and ensure timely responses.
  • Without centralized reporting, identifying recurring issues and trends across municipalities was difficult.
  • Stakeholders lacked an anonymous reporting option, creating barriers to raising sensitive concerns.
Case Study - Drummonds - Challenges

Solutions

Irth for Stakeholder Engagement software (Borealis)

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Key Benefits and Results

76% faster response times

Average handling time decreased from 38 days in 2021 to 9 days in 2026.

High adoption

The Portal handled between 78% and 84% of annual requests from 2022 through 2025.

Complete traceability

Centralized records provide case histories and documented responses for internal teams, auditors, and authorities.

Stronger Community Relationships

Improved grievance management supports Drummond’s community engagement efforts, which helped the company earn its second consecutive top ranking in the Brújula Minera perception study.

 

“At the SAC, we don’t just manage cases. We turn voices into information, information into action, and action into trust.”

Leda Muñoz - Citizen Service System Analyst, Drummond Ltd.

Download the full version of the case study
Case-Study - Drummonds - Turning Community Voices Into Traceable Action