Organization Name
ABC Company is manufacturing company specializing in industrial equipment. Over time, the company faced increasing customer dissatisfaction due to slow and inefficient handling of customer complaints. Complaints were being logged via phone, email, and even physical forms, with no unified tracking system.
Challenges
What we have offered
Developed a web-based Complaint Booking & Tracking System with the following key features:
Multi-channel Complaint Logging
Customers could lodge complaints through the web portal, mobile app, or by contacting customer service.
Automated Ticket Generation
Each complaint was assigned a unique ticket ID for tracking. Customers were immediately notified via email and SMS with their complaint status and ticket number.
Complaint Categorization & Prioritization
Complaints were automatically categorized (e.g., technical issue, billing query, delivery problem)
Role-Based Access Control
Different levels of access were given to various departments (e.g., customer service, technical support, management) to update, track, and close complaints. Dashboard provided for Officers monitoring.
Real-Time Tracking & Status Updates
Status updates were sent automatically via email and SMS at different stages, such as "In Progress", "Under Review", or "Resolved".
Escalation Mechanism:
If a complaint was not addressed within a specified time frame, the system automatically escalated the issue to higher management for faster resolution.
Reporting & Analytics:
Managers could generate real-time reports on the number of complaints, resolution times, pending issues, and customer feedback.
Results
The implementation of the Complaint Booking & Tracking System significantly enhanced the company's customer service process. With a structured approach to complaint management, ABC Company experienced faster resolution times, higher customer satisfaction, and improved operational efficiency.