A mid-sized electronic equipments service centre in Europe
The Business Challenge
Our client has over 12 service centre locations across Europe and they repair electronic equipments for global brands ranging from laptops to printers. They were struggling to manage customer complaints in an effective manner as they receive over 300 emails everyday asking for the reason of delays and status updates about equipments repair.
Advanton Inc. proposed a web based solution in zend framework using PHP, MySQL and Jquery, that provides each customer with a unique login id to view their complaint status and updates on equipments repair. Also, the web application enabled the service managers to communicate directly with the customers and leave messages related to the complaints. Application allowed customers to directly book repair & maintenance slot for their equipments and generate complaint numbers. Service centre was able to optimize the customer management processes with the deployment of the application and also their customer complaint handling time was reduced by over 40% due to the streamlined flow of information. The immediate impact of the application was that the customers felt more confident about the company’s efforts in creating a centralized complaint handling and communications platform.
Application also interacted with the other email clients such as outlook to directly fetch messages and display on the manager’s window so we had developed plugins in .NET and integrated using APIs and stored messages on a single database.
Zend, PHP, Jquery, MYSQL, .Net, MSSQL
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