SaaS-Based CRM Ticketing Suite for Retail Chains
About Project
The client aims to enhance the customer experience of avid shoppers. A leading loyalty program that has an outsource partner combined with a leading retail chains and caters to several locations and segments. The client required a Microsoft SaaS-based CRM platform to manage customer service tickets raised by customers of different retail entities from multiple input mediums. Brainvire team recommended to implement SaaS based CRM using .Net Core Development.
Web
Platform/OSRetail
Category
Brief
Multi-tenant Architecture based CRM platform to manage customer service tickets raised by customers of different retail entities. As a Microsoft Gold Partner we implemented product that will surpass the expectations of millions of shoppers, retail stores, and brands for loyalty program and complaint process.
Highlights
The app offers a single platform for customer complaints and feedback. The app reports complaints from chat widgets, toll-free helplines, email social media platforms, email and store walk-ins. A fully customized SaaS platform that allows data integration with multiple databases and server rentals. The cross-departmental integration helps you to handle customer feedback responses in a systematic and optimized manner. The customer care reps can save all customer information like billing history, purchase history, customer care contact history, customer loyalty and customer value in the app. The social media integration with CRM allows customers to raise support tickets. This will also streamline the customer support.
Case StudyFeatures
Data Volume- The app is optimized with a complex queuing algorithm that handles the constant traffic of tickets to intelligently assign the ticket to suitable customer serving agents.
Smart ChatBot and direct social profile integration-A smart ChatBot attribute allows gathering and filtration of maximum information. The initial ChatBot interaction with the consumer reduces query response time.
Store ticket assignment- Assign the support tickets to the original store of purchase or to the customer’s nearest store
Complex search requirement- Customer care representative allows quick search and customer data recovery.
Tech Stack
MongoDB
NodeJS
elasticsearch
.Net core
Azure cloud
ReactJs
SAAS
