Provide a centralized system to manage customer complaints collected from multiple sources, improving tracking and resolution efficiency.

Client Requirements

  • Centralize complaints from dealer, CRM, and MES systems
  • Track and manage complaint status
  • Support root cause analysis
  • Generate reports for improvement

Scope of Work

  • Integrate data from multiple systems (Dealer, CRM, MES)
  • Develop complaint management and tracking features
  • Support root cause input and updates
  • Integrate with JIRA
  • Build reporting functions

Challenges & Solutions

  • Data fragmentation → Centralize data from multiple systems
  • Root cause tracking → Standardize input and update process
  • System integration → Implement stable integrations (JIRA, internal systems)

Project Results

  • Centralized complaint management system
  • Improved tracking and resolution process
  • Better visibility through reporting for product/process improvement