About Client
Our client is mandated to establish a communications and multimedia industry that is competitive, efficient, and increasingly self-regulating. They strive to promote access to communications and multimedia services and ensure consumers enjoy choice and a satisfactory level of services at affordable prices.
The Challenge
Telecom consumers can submit complaints to their respective service providers via various means such as email, phone, and online portals. Our client – the regulatory authority – had no central system where they could view the status of these complaints. They had to scan information across multiple systems to gather this raw data and then use a combination of Excel sheets and documents to arrive at meaningful conclusions.
The Solution
We developed a software system that consolidated complaints data from internal complaint management systems of telecom service providers. In addition, consumers could lodge and escalate complaints directly to the regulatory authority. The system provides a holistic view of the performance of the service providers with respect to complaint resolution.
The system implements various business rules to auto-escalate the complaints, and assign them to the internal departments at the regulator for further follow-up. Complaints are across service categories such as cellular, wireless, radio with thousands of sub-categories.
The Impact
The software we developed applies statistical analysis on the data to determine which areas need the most attention and helps our client drill down to the problematic cases. This enables our client to monitor telecom service quality levels nationwide.
Highlights
Requirements Analysis
- Domain knowledge acquisition
- Highly extensive URS and brainstorming sessions with customer and GoodCore team
- Identifying the needs, expectations, and goals of the product
- Risk assessment
Design, Development & Technologies
- Highly interactive front end using JQuery and Bootstrap
- Highly secured architecture, design, and code implementation
- MVC architecture 5.0
- Completion of project under strict timelines
- Complex reporting and integration with internal systems
Testing & Launch
- White box and black box testing
- Launch on staging and live environments
- Post-launch testing and support
Technologies Used
19+ years
of experience crafting exceptional software
6.8 years
clients spend with us on average
100+
successful projects for startups and enterprises
NDA Included
Strict adherence to confidentiality
IP rights secured
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