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Design-process work and deep research of the Complaints team's needs were the key element in creating a system that truly answers the company's needs.
The project's task was to create a CRM (Customer Relationship Management) system that would streamline the product-complaints handling process at Plastrol — a leader in the electrical-equipment industry. The goal of the implementation was to increase customer satisfaction through fast and effective complaints handling, and to enable employees to better manage and analyze complaints data.
Streamlining and automating the complaint-reporting and handling process, aimed at speeding up response time to customer needs.
Ensuring integration of the new CRM with existing IT systems in the company, including product databases and customer-service systems.
Capability for deep analysis of reported issues to identify trends and predict potential product problems.
Improving overall customer satisfaction through faster complaints processing, personalized communication, and up-to-date status information on the complaint.
When deploying the CRM, we focused on three main aspects and the company's current problems:
Application of agile methodology and continuous iteration in UI design allowed fast adaptation to changing user needs and feedback from beta testers of the system.
Use of a modern technology stack, including NoSQL databases for better scalability and flexibility, and frontend frameworks like React supporting a dynamic and responsive user interface.
Training sessions for employees to ensure a smooth transition to the new system and maximization of its capabilities by users.
Enabling customers to independently submit complaints and track the status of their requests online.
Automating the assignment of complaints to appropriate departments and employees, managing priorities and deadlines.
Detailed dashboards and reports on complaint trends, handling effectiveness, and customer satisfaction.
Integrated communication tools for direct customer contact, including live chat options and automated email-response workflows.
Shorter response time to complaints and a more personalized approach to each customer's needs.
Customers can track the status of their complaints — which increases their trust and satisfaction with the service.
Better analysis of complaints data enables identification and elimination of recurring product problems.
