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Complaint Management System​

The solution is meant for the Customer that have vast geographical expanse and operational diversity, facing challenges in standardizing and managing external customer complaints. This study explores the design and implementation of a comprehensive web system leveraging Microsoft’s Power Platform and SharePoint Online.

The goal is to streamline complaint registration, ensure timely response, provide global oversight, and automate reporting functionalities.

Overview

The organization faces operational inconsistencies due to a diverse structure spread across regions, leading to varying complaint processes. The focus on product complaints lacks a unified approach, with a need for streamlined documentation and rapid reporting within a one-week window. Essential data, including product details, is dispersed, hindering global oversight. Automation for quarterly summaries is imperative for consistent feedback. A solution is required to standardize processes, enhance documentation, and centralize data access for improved efficiency.

Challenge

  • Diverse Operational Structure: With the group spread across multiple regions and sub-regions, each had its unique complaint process, leading to inconsistencies.
  • Distinct Complaint Categories: Two main categories emerged – product complaints and delivery complaints. The focus, however, was on product complaints related to design, manufacturing, and assembly.
  • Warranty and Reporting: Every product complaint, irrespective of its warranty status, required documentation, and rapid reporting within a strict one-week window.
  • Need for Consolidated Data: Critical data, including product details, sales order, nature of failure, and more, were crucial. Global oversight from the Global Product Management Team was indispensable, emphasizing centralized data access.
  • Periodic Reporting: Automation of quarterly summaries for boards or committees was necessary for consistent feedback.

Solution

  • Front-End: Developed using Power Apps, offering an intuitive interface tailored for complaint registration.
  • Back-End: Leveraged SharePoint Online as the primary data repository, storing all complaint data and related attachments.
  • Workflow Automation: Power Automate was central, handling notifications, data management, and report generation.

Implementation

  • Complaint Registration: Employees from different sub-regions registered complaints via a web interface. Upon submission, Power Automate notified the relevant teams.
  • Data Validation & Assignment: Teams validated complaint details, assigned tasks, and updated statuses seamlessly, with every action logged.
  • Quarterly Reporting: Using Power Automate, data was collated to generate quarterly summaries, providing visibility on a dashboard.
  • System Scalability & Flexibility: With Power Apps and SharePoint’s modularity, the solution was designed for future scalability. Integration capabilities ensured potential connectivity with other platforms.

Results

  • Standardization: The system brought uniformity in handling complaints, removing geographical and operational inconsistencies.
  • Efficient Data Management: With an intuitive interface and centralized storage, capturing detailed data became effortless.
  • Enhanced Visibility: The Global Product Management Team had a consolidated view, aiding informed decision-making.
  • Automated Reporting: Periodic reports became systematic, reducing manual intervention and potential errors.

Conclusion

The collaboration between the customer IT and digital operations team and Parallel Minds can pave the way for a holistic solution tailored to the customer needs. With Power Apps facilitating user interactions, SharePoint managing data, and Power Automate handling workflows, external customer complaint management transformed, setting a new standard in efficiency and consistency.

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