The process to log customer complaints related to product quality is manual and chaotic, involving multiple systems like Salesforce, Google Forms and email

Lack of clarity in assignment of ownership & accountability to individuals and teams as the issues traverse across departmental boundaries

Loss of detailed contextual information about the issue from when it is initially logged to reviewing updates & comments from various assignees

Lack of ability in prioritizing and re-routing issues results in customer satisfaction problems

Lack of visibility into individual issue status and what stage in the resolution chain it is currently at, including ETA for resolution

No operational status & analytics dashboard based on live data available for management stakeholders

A solution that will help the business streamline their operations for customer issue management and address the challenges. The solution includes:

Configuration Simplicity - The solution should be highly configurable and customizable

A mobile user interface to perform all actions and viewing reports related to customer cases

integration with external services such as Salesforce, G Suite, Slack and other messaging platforms for bi-directional exchange of data

A system capable of capturing rich content uploaded by end users such as images & small video clips

automated chatbot channel to log complaints, receive updates & resolution information on their cases, freeing up the Rookies to focus other issues