Complaint Management System (CMS)
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PRODUCT OVERVIEW
Complaint Management System (CMS)
Client: Agrani Bank Limited
The Complaint Management System (CMS) is a centralized platform for logging, tracking, and resolving customer complaints efficiently. It enables banks and service organizations to streamline their grievance redressal process with structured workflows, SLA enforcement, and escalation rules. This system improves customer satisfaction, ensures regulatory compliance, and offers actionable insights through analytics.
Client:
Agrani Bank Limited
Year:
2021
Category:
Banking Applications, Web
Location:
Dhaka
ROI:
52%
Product Information
Modules:
Complaint Registration Portal
Categorization & Tagging Module
SLA Management Engine
Assignment & Escalation Workflow
Response & Resolution Tracking
Customer Feedback Collection
Analytics & Reporting Dashboard
Features:
Multi-channel intake: Web, Email, SMS, Branch input
Auto ticket routing to relevant departments
SLA timers with warning & breach alerts
Role-based ticket visibility & action control
Complaint history and communication log
Escalation matrix for unresolved cases
Satisfaction survey post-resolution
Exportable compliance reports for audit
Custom dashboard with resolution KPIs
Platform:
ASP.NET Core, Angular, SQL Server, SignalR for real-time ticket updates
