Customer Relationship Management System | Design Challenge
Overview
A company working for a large retail chain that operates across multiple regions, uses a CRM system to manage customer feedback and resolve issues. Over time, this system has accumulated vast amounts of data, including customer complaints, product returns, service requests, and feedback from multiple channels (email, social media, in-store surveys).
The task is to create dashboard where Customer Service Manager can manage customer feedback and categorize, prioritize, and assign these issues to different teams for resolution effectively.
Categories
Dashboard Design
CRMS
Objective
1. Discover high-priority issues (e.g., urgent product recalls, severe complaints, etc.) from a large dataset. 2. Prioritize which issues should be addressed first. 3. Track the status of ongoing resolutions and team assignments.
Problem Statement
The core challenges lies in effectively managing and organizing a long list of issues, prioritizing what needs immediate attention and track progress effectively.
Solution
Since this involves a long list of issues from several categories, it should be organised at different levels for one manager to overlook. So, by creating a Heat map of issues, and categorising the issues based on priority and urgency scale, then segregating the issues with AI integration based on data base keywords. Assigning Quadrants to employees based on the skills and experience. Also, Track updates as the heat map changes its colours.
Customer Relationship Management System | Design Challenge
Overview
A company working for a large retail chain that operates across multiple regions, uses a CRM system to manage customer feedback and resolve issues. Over time, this system has accumulated vast amounts of data, including customer complaints, product returns, service requests, and feedback from multiple channels (email, social media, in-store surveys).
The task is to create dashboard where Customer Service Manager can manage customer feedback and categorize, prioritize, and assign these issues to different teams for resolution effectively.
Categories
Dashboard Design
CRMS
Objective
1. Discover high-priority issues (e.g., urgent product recalls, severe complaints, etc.) from a large dataset. 2. Prioritize which issues should be addressed first. 3. Track the status of ongoing resolutions and team assignments.
Problem Statement
The core challenges lies in effectively managing and organizing a long list of issues, prioritizing what needs immediate attention and track progress effectively.
Solution
Since this involves a long list of issues from several categories, it should be organised at different levels for one manager to overlook. So, by creating a Heat map of issues, and categorising the issues based on priority and urgency scale, then segregating the issues with AI integration based on data base keywords. Assigning Quadrants to employees based on the skills and experience. Also, Track updates as the heat map changes its colours.
Customer Relationship Management System | Design Challenge
Overview
A company working for a large retail chain that operates across multiple regions, uses a CRM system to manage customer feedback and resolve issues. Over time, this system has accumulated vast amounts of data, including customer complaints, product returns, service requests, and feedback from multiple channels (email, social media, in-store surveys).
The task is to create dashboard where Customer Service Manager can manage customer feedback and categorize, prioritize, and assign these issues to different teams for resolution effectively.
Categories
Dashboard Design
CRMS
Objective
1. Discover high-priority issues (e.g., urgent product recalls, severe complaints, etc.) from a large dataset. 2. Prioritize which issues should be addressed first. 3. Track the status of ongoing resolutions and team assignments.
Problem Statement
The core challenges lies in effectively managing and organizing a long list of issues, prioritizing what needs immediate attention and track progress effectively.
Solution
Since this involves a long list of issues from several categories, it should be organised at different levels for one manager to overlook. So, by creating a Heat map of issues, and categorising the issues based on priority and urgency scale, then segregating the issues with AI integration based on data base keywords. Assigning Quadrants to employees based on the skills and experience. Also, Track updates as the heat map changes its colours.
