Connected Quality Number (CQN) – Customer Complaints Management
Overview
CQN was developed to address inefficiencies in managing and resolving customer complaints. The platform aims to streamline complaint handling, provide real-time insights, and enhance customer satisfaction through automated processes and advanced analytics.
Challenge
- Manual tracking processes delayed complaint resolution, leading to customer dissatisfaction and inefficiencies.
- Lack of insights into recurring issues hindered the ability to identify and address root causes effectively.
- Disparate systems and data silos made it difficult to gain a comprehensive view of customer complaints and trends.
- Inefficient communication between departments resulted in delayed responses and inconsistent complaint handling.
- Existing tools struggled to handle large volumes of complaint data, affecting the ability to derive actionable insights.
Solution
- Implemented a centralized platform to automate complaint logging and resolution tracking, ensuring timely and efficient handling of customer issues.
- Developed real-time analytics dashboards using D3.js to provide insights into complaint trends and patterns, enabling proactive issue resolution.
- Utilized Databricks to generate advanced analytics for recurring issue detection, helping identify and address root causes effectively.
- Established a unified data repository on Azure, ensuring consistent and accessible data for analysis and reporting.
- Deployed automated workflows and notifications to improve communication between departments, ensuring timely responses and consistent complaint handling.
Key Results
Reduced Complaint Resolution Time
Complaint resolution time reduced by 40%, significantly improving operational efficiency and customer satisfaction.
Increased Customer Satisfaction
Increased customer satisfaction by 30% through timely resolution and proactive issue management.
Proactive Improvements
Identified recurring issues, enabling proactive improvements and continuous enhancement of products and services.
Technology
Databricks
Azure
Python
D3.js
SQL