CASE STUDY
COMPLAINT FORM
A system for handling complaints and other requests to the customer service department.
Our long-term client, Fomar Poland from the MAT Holdings group, asked us for technical support in developing a new complaint process.
We have prepared a SPA (React) user interface that allows you to configure technical support thematic groups and forms tailored to a specific issue.
We also created a Web API application in the .NET 8 framework, where we exposed appropriate methods for the user interface and made integrations with the API of the Microsoft DevOps portal and Microsoft Dynamics 365 – Customer Service Center.
In the first phase, our client decided to use Microsoft DevOps software as an application for handling tickets from its customers, due to the fact that it has all the necessary functionalities and work-item objects, our team could expand it with all the required fields. Our integration with Microsoft DevOps creates new tasks for customer service by assigning the right person depending on the ticket.
DETAILS
Project goal
New complaint process.
Industry
Automotive
Tech Stack
React.js, Microsoft .NET 8, Microsoft DevOps, Microsoft Dynamics 365
Tasks
- Preparation of requirements analysis
- Implementation of the solution in cooperation with Fomar’ stakeholders
- Tests and system launch
- Software maintenance and development
Results
- Web form enabling customers to register complaints.
- Integration with Microsoft DevOps, automatically generating new tasks for the customer service team and assigning the relevant personnel based on the ticket details.
Benefits
- Cost Savings
- Improved Customer Experience
- Efficient Workflows
WHAT WERE THE NEEDS?
Our long-term client, Fomar Poland from the MAT Holdings group, asked us for technical support in developing a new complaint process.
WHAT HAVE WE DELIVERED?
We developed a web form enabling customers to register complaints. Our solution seamlessly integrates with Microsoft DevOps, automatically generating new tasks for the customer service team and assigning the relevant personnel based on the ticket details.
Would you like to know more about the service?
Paweł Kieżyński
CEO