Making Complaint Management Simpler
for Mahindra Tsubaki
about project
A paperless complaint management System
Mahindra Tsubaki Conveyor Systems (MTC) is a Joint Venture between Mahindra Group and Tsubakimoto Chain Company – Japan. With rise in customer interactions and collection of feedback for Mahindra Tsubaki, it was difficult to keep track of all the complaints and address them efficiently and to understand the reasons of the complaint
client
Mahindra Tsubaki
Services
Software, Digital Process Automation
IMPLEMENTATION
Solution
A paperless complaint management system
AGENCY09 suggested a web application which will help the team to track, manage and optimize the complaining management process
User based Dashboard
Escalation & Approval Matrix
Reports & Analytics
User Roles and responsibility as hierarchy
Meeting and status
Content management
Lead management
Login based Application
Upload functionality and View
Email Notifications
Efficient Tracking and Managing of complaints
Mahindra Tsubaki Conveyor Systems (MTC) is a Joint Venture between Mahindra Group and Tsubakimoto Chain Company – Japan. With rise in customer interactions and collection of feedback for Mahindra Tsubaki, it was difficult to keep track of all the complaints and address them efficiently and to understand the reasons of the complaint
Simple dashboard to streamline queries and raise tickets
Each user based on their role has access to a simple dashboard which help them understand their list of activities needed to tackle the complaints making it easier to process complains
Escalation & Approval Matrix
Complaints and action points require review for approval and escalation for urgency. This matrix help shift queries from one user to another to take relevant action needed to address the queries
Reports & Analytics
Analytics help the management to understand key business insights in the form of reasons for complaints and solutions. Analytics dashboard also helps understand the performance of executives based on their avg. query response and closing time
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