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Quadwave Consulting, Bangalore, India:

Consumer Response Software Application

The Problem:

One of India’s foremost private sector companies with a diversified presence in cigarettes, hotels, packaging and FMCG products, needed a Consumer Response Application that would enable fast and efficient handling of consumer grievances.

The Solution

The Enterprise Solution implemented was a workflow based implementation of a total Consumer Response Software Application (CRES). CRES, a workflow solution maintains workflow of complaints between multiple departments and helps track individual activities to the point of completion as well as handling escalations wherever required.
This solution was implemented using technologies like .NET, SQL Server, Skelta BPM.NET

Key Features and Benefits

  •  Saves time in forwarding complaints to relevant departments
  •  Improves response time to customer complaints
  •  Provides efficient monitoring of complaints status and transaction delays
  •  User Friendly
  •  Escalations as per the business rules and SLAs
  • Trace progress through completion

This solution helped the customer improve their response levels to their consumers and helped maintain high levels of customer satisfaction.