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Project Overview

A service provider needed a centralized system to efficiently manage customer complaints related to plumbing issues and product defects. Previously, all complaints were logged manually through phone calls, with no proper tracking, reporting, or accountability. This led to delays in resolution, miscommunication between customers, plumbers, and manufacturers, and lack of performance insights.

We We developed an ASP.NET-based Complaint Management Portal that allows users to register complaints, assign plumbers based on area, and link manufacturers/brands to each case. The platform sends plumbers automated notifications via WhatsApp, tracks complaint status in real time, and provides reporting dashboards with visual analytics for better decision-making.

Question Industry Problems

Inefficient Manual Complaint Handling

01

Complaint Tracking
No centralized system to record or monitor complaints and Difficulties in tracking complaint lifecycle (pending, working, completed).

02

Assignment & Communication
Manual and inefficient assignment of plumbers and No automated way to notify plumbers about new tasks.

03

Manufacturer & Brand Involvement
No link between complaints and respective manufacturers/brands and Lack of structured data for product-related issues.

04

Reporting & Insights
No reports or dashboards to analyze complaint trends. No visibility into plumber performance or re-complaints.
Bulb Our Solutions

ASP.NET-Based Complaint Management System
with Real-Time Tracking

Complaint Management

Linked manufacturers and brands to complaints for better categorization.

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    Built an ASP.NET portal to register customer complaints quickly.

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    Enabled area-wise assignment of plumbers to complaints.

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    Provided real-time updates to ensure faster response and accountability.

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    Integrated WhatsApp notifications to alert plumbers instantly about new complaints.

Real-Time Communication

Enabled in-app messaging between customers and plumbers for quick query resolution and improved service coordination.

Complaint Workflow

Allowed admins to change assigned plumbers or mark complaints as completed.

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    Designed a working complaints list for active cases.

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    Added functionality to reopen completed complaints as re-complaints.

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    Developed detailed plumber performance reports.

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    Added complaint reports with filtering by status, area, or manufacturer.

Reporting & Analytics

Implemented graphical dashboards to visualize complaint trends and service performance.

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Impact

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    Centralized Complaint Tracking : All customer issues are now managed in one streamlined system.

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    Efficient Assignment : Area-wise plumber allocation improved response times.

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    Automated Communication : WhatsApp notifications ensured plumbers received instant complaint details.

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    Improved Accountability: Admins could monitor, reassign, and track complaint resolution status.

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    Actionable Insights : Reporting and visual dashboards provided data-driven understanding of service quality and recurring issues.

FAQ

FAQs

The client’s manual processes created inefficiencies in dealer management, credit tracking, and stock accuracy. A custom ERP was essential to centralize operations, reduce errors, and improve order visibility across the supply chain.

The ERP included dealer & distributor management, automated order workflows, a rack-and-box inventory module, role-based apps, credit and sales tracking, and an analytics dashboard for data-driven decisions.

Order automation reduced processing time, improved transparency, and ensured faster fulfillment. Real-time stock tracking minimized understock/overstock issues, enhancing accuracy and efficiency.

The system was built using .NET, Flutter, AWS, PostgreSQL, and AngularJS, ensuring scalability, cross-platform accessibility, and secure cloud-based operations.

The ERP reduced manual errors, improved stock accuracy, enabled faster order processing, enhanced financial control, and provided actionable insights. It also built a scalable digital foundation for future growth in the leather industry.
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