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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.
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.
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.
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.
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.
