CRM Ticketing Platform To Enrich Customer Experience
About
The client is one of the few companies in the market whose core business idea is to enhance the customer experience of avid shoppers. It is a leading loyalty program outsourcing partner for leading retail chains and caters to multiple segments and locations. The company currently serves more than 100 known retailers across USA and has also partnered with multiple POS products to manage its customer loyalty database.
Project Highlights
The product requirement was to create a SaaS-based CRM platform to manage customer service tickets raised by customers of different retail entities from multiple input mediums. The ideation of the product is unique as it requires collaborative customer data across multiple business entities that have a large customer base. The powerful, open source .NET core web development is well-equipped with the latest features to enhance the customer service experience of millions of end-users. We developed the CRM system which route tickets to the appropriate teams, departments, Automatically assign tickets to users or teams based on their availability, skill set, and other user-defined criteria. Automatically prioritize and escalate tickets to ensure timely resolution Track ticket progress and generate reports to gain insights into customer service performance. We designed custom forms, workflows, and reports meeting the specific needs of your customer service team.
The Challenges
- Data Security:Being a customer loyalty management marketplace, the application is used by multiple companies and user thus we were involved in gathering and transferring vast reserves of data. One of the major challenge we face was handling this sensitive data.
- Complex Search Requirement:Customer care representatives should be able to search and retrieve customer details quickly.
- Smart ChatBot and Direct Social Profile Integration:Real-time interaction between chatbot support and customers’ social profiles as needed
- Store Ticket Assignment:Assigning the support tickets to the original store of purchase or to the customer’s nearest store.
Tech Stack
MongoDB
NodeJS
elasticsearch
.Net core
Azure cloud
ReactJs
SAAS
Result
Secure CRM
The CRM platform can handle multiple data without the fear of lose or mix up any customer data. We Developed unified, secure CRM system that will made data importing easy and intuitive, allowing your company to leverage the latest integrated all-in-one CRM software.High-performance search with a quick response
Made it easy to manage the huge amount of data. Users can conduct a lightning-fast full-text search. Helped transform data into useful information, which in turn helps end-users to make quick, informative, and better decisions.Single Platform For Customer Complaints And Feedback
The application addresses customer queries and complaints raised from multiple platforms like toll-free helplines, chat widgets, email, social media platforms, and even store walk-ins.Entire Business Value Chain
Cross-departmental integration helps to manage the customer feedback response in a more optimized and systematic fashion. The app can deal with customer queries and complaints across multiple locations. Users can reduce ticket resolution timelines by assigning tickets to customers’ nearest service centers.
