Business Objective / Goal
To create an end-to-end platform for capturing, classifying, and resolving customer complaints across multiple categories, while improving resolution time, operational visibility, and complaint analytics to support business growth and customer retention.
Solutions & Implementation
- Built a React-based web application to log, categorize, and track complaints in real time.
- Implemented automated back-end workflows for complaint routing, escalation, and response management.
- Integrated analytics and reporting capabilities using Power BI to visualize trends, identify recurring issues, and track resolution KPIs.
- Designed structured data storage using PostgreSQL to support seamless querying and historical recordkeeping.
- Enabled automated notifications and escalation triggers, ensuring no complaint goes unresolved or delayed.
Major Technologies Used
- React – Interactive and responsive front-end interface
- PostgreSQL – Centralized data repository for complaint records
- Power BI – Visual analytics and reporting dashboard
Business Outcomes
- Real-time complaint tracking and escalation improved transparency and accountability
- Resolution times reduced from weeks to days, significantly improving customer trust
- Detailed analytics enabled root cause identification, driving proactive improvements in services and products
- Boosted customer satisfaction and retention through faster responses and clearer communication
- Streamlined internal processes, empowering support teams with visibility and performance tracking
