The project involved creating a CRM system (Customer Relationship Management) that would streamline the complaint handling process for Plastrol, an electrical equipment industry leader. The implementation aimed to increase customer satisfaction through swift complaint handling and provide employees better data management and analysis capabilities.
The goal: process automation, system integration with existing IT infrastructure, enhanced data analysis for trend identification, and improved customer satisfaction.
The team focused on three areas: agile methodology for UI/UX design, a modern technology stack (NoSQL databases, React frameworks), and comprehensive employee training. Key features include a customer self-service portal for complaint filing and status tracking, a complaint management module with automated assignment and priority management, dashboards with detailed reports on trends and service efficiency, and integrated communication tools including live chat and email automation.
Every complaint has an owner, priority and deadline — nothing gets lost.
The CRM delivers swift complaint responses, full process transparency, and improved product analysis through complaint data insights. Customers benefit from faster resolution times and personalized communication, while the company gains deep analytical capabilities for identifying trends and improving product quality proactively.
