Customer Request Management System

Business Problem

The company faced problems with data architecture that lowered the process of storing information about clients and their requests. In addition, the requests handling time was slow that caused delays in delivering services to customers.

The main objective was to develop an effective and unifying CRMS that could manage diverse channels through which customers made service requests. It was supposed to ensure fast responses, straight-through processing of all requests. Besides, it was crucial to maintain transparency throughout the whole process that could enable high customer satisfaction.

Imperfect data architecture for complex workflows

Too slow requests handling time

Delays in delivering services to customers

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, rules-driven business process integration, intuitive business process mapping) to increase productivity, improve the delivery of products and services, and enhance revenue growth. This system forwarded the business process integration across the whole 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 customers' demands

Simple & Fast Processing Cycle

All service requests are sent directly to the pertinent department after getting in touch with a help desk specialist. Each action is performed within a defined SLA timeline.

Centralized Monitoring of All Process Flows

This workflow tool involves storing multiple files in a centralized information repository. It simplifies the complexity of creating and managing a fully transparent process cycle.

Service-Oriented Architecture

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

Highly Flexible & Configurable Functionality

With configurable software, the platform is easily flexible and scalable. It can be shaped anytime to meet the industry-specific needs without the help of experts

Wide Analytics Capabilities

Using the system’s analytics capabilities (tailored reports with statistics) contributes to the improvement of request fulfillment processes.

Business Value

Our team of specialists works for the client according to all the specifications with the focus on future business values. We thoroughly analyze each project to contribute directly to the business area producing 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 decision time sped up by 4 times

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