Our client, a forward-thinking organization, faced a critical challenge in managing complaints efficiently. The former system had been abruptly phased out by company headquarters, leaving local factories without a reliable solution. The need for a streamlined, light-weight system to handle complaints submitted by agents and customers was urgent.
The absence of an effective complaints management system posed several challenges:
Local factories struggled to manage complaints without a robust system in place.
The lack of a replacement system hindered their ability to address issues promptly.
Unresolved complaints could escalate, impacting customer satisfaction and brand reputation.
To address these challenges, our team proposed a comprehensive solution leveraging JIRA ITSM Cloud. Here’s how we tackled the problem:
1. Project Management and Collaboration:
2. JIRA ITSM Customization:
Agents and customers now have a user-friendly platform to report and track complaints effectively.
Dashboards provide insights into ticket progress, allowing timely
SLA-based escalation ensures prompt resolution.
Active validation of steps and data prevents errors and ensures consistency.