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Streamlining customer grievances with Impiger’s complaint management system

Water Solutions & Pump Manufacturing

Industry

4-5 Months

Duration

Mobile + Web Backend

Platform

Mobile App Development, Backend Portal, Reporting, Workflow Automation

Services

Faster complaint resolution, improved transparency, and better customer satisfaction.

Impact Metrics

Overview of the Project

The Complaint Management System was designed to help Grundfos handle customer grievances with speed and structure. It allows users to register complaints, track their status, and escalate when needed. A backend portal supports administrators with reporting, analytics, and user management, creating a transparent process that improves customer experience while reducing delays.

Challenges

  1. Complaints tracked via scattered channels, making follow-up inconsistent.
  2. Limited visibility into resolution timelines and responsibility.
  3. Escalations often delayed due to lack of structured workflows.
  4. Manual reporting made trend analysis and performance tracking difficult.

Approach

  1. Developed a mobile-first app for quick complaint registration.
  2. Enabled role-based workflows for resolution and escalation.
  3. Integrated backend portal for tracking, reporting, and admin tasks.
  4. Designed dashboards to provide transparency and faster decision-making.

Key Components / Integrations

Complaint Registration – Customers or field agents can log complaints with details such as product, location, and issue description.

Resolution Tracking – Real-time updates on progress, with status notifications to keep customers informed.

Escalation Workflows – Multi-level escalation rules ensure critical cases are flagged to higher authorities automatically.

Admin Portal – Provides reporting, complaint categorization, and user management tools.

Analytics & Reports – Track complaint volumes, resolution time, and escalation frequency for insights.

User Management – Role-based access controls across mobile and web interfaces.

Accelerators / IP Used

We reused Impiger’s workflow and escalation modules along with pre-built reporting templates, reducing delivery time. Customizable dashboards and notification engines were adapted to fit Grundfos’ requirements.

Tech Stack

Outcomes / Impact

The application streamlined grievance management, reducing delays in complaint resolution. Customers benefited from transparent tracking and timely updates, while administrators gained clarity on performance through dashboards. The solution fostered accountability and made trend analysis easier, ultimately improving customer satisfaction.

Before

  1. Complaints scattered across emails and calls.
  2. Escalations often overlooked or delayed.
  3. No single source for reporting or accountability.
  4. Manual reporting slowed management visibility.

After

  1. Centralized app for complaint logging.
  2. Automated escalation ensures timely action.
  3. Real-time status updates build customer trust.
  4. Reports and dashboards improve monitoring.

What’s Next

The roadmap includes AI-driven complaint categorization, SLA tracking, and predictive analytics to spot recurring issues early. Future enhancements will add multilingual support, chatbot-driven complaint intake, and deeper ERP/CRM integrations for end-to-end service visibility. These upgrades will help Grundfos scale and sustain a more customer-centric approach.

Like to know more? Talk to our experts who worked on the project.

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