Customer Request Management System

Business Problem

The company faced data architecture issues that reduced the process of storing information about customers and their requests. In addition, request processing times were slow, resulting in delays in providing services to customers.

The goal was to develop an efficient and unified CRMS that could manage the various channels through which customers made service requests. This was to ensure fast responses and end-to-end processing of all requests. In addition, it was important to maintain transparency throughout the entire process, which could ensure a high degree of customer satisfaction.

Imperfect data architecture for complex workflows

Too slow request processing time

Delays in providing services to clients

Solution

An all-in-one, transparent, and flexible CRMS that allows processing service requests in parallel, saving time and increasing productivity

Our team applied effective BMP solutions (service-oriented architecture, rule-driven business process integration, intuitive business process mapping) to increase productivity, improve product and service delivery, and enhance revenue growth. This system enabled the integration of business processes across the enterprise.

Key Features

Each product we develop has all of the required functionality that gives full significance and long-term effects for end users. Each of features is tailored to the business needs and customer demands

Simple & Fast Processing Cycle

All service requests are routed directly to the appropriate department after contact with a support specialist. Each action is completed within a specific SLA timeline.

Centralized Monitoring of All Process Flows

This workflow tool involves storing multiple files in a centralized information store. This simplifies the creation and management of a fully transparent process cycle.

Service-Oriented Architecture

This architectural approach allows aggregating information and data retrieved from other sources and creating workflows of services to satisfy the request of a service consumer.

Highly Flexible & Configurable Functionality

With customizable software, the platform is easily flexible and scalable. It can be changed at any time to meet specific industry needs without the help of experts.

Wide Analytics Capabilities

The use of the analytical capabilities of the system (adapted reports with statistics) contributes to the improvement of query execution processes.

Business Value

Our team of specialists work for the client in accordance with all specifications with an emphasis on future business values. We carefully analyze each project to make a direct contribution to the business area and get tangible results.

60%

The number of customer requests increased by 60%

40%

YoY organic growth was enhanced by 40%

90%

Order processing was improved by 90%

4 times

Payment acceptance time sped up by 4 times

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