CMS

PROJECT BRIEF

Quick story

Retail business is getting more and more competitive today. One of the most important things in consumer businesses like electronics, home appliances, automobiles, electrical equipment etc. is after sales service. Customers who purchase this equipment and devices expect quick response and resolution of their complaints especially during the warranty period and service agreement period. Any delay or confusion may result in dissatisfaction, which would result in business to lose clients.

Quick story

Retail business is getting more and more competitive today. One of the most important things in consumer businesses like electronics, home appliances, automobiles, electrical equipment etc. is after sales service. Customers who purchase this equipment and devices expect quick response and resolution of their complaints especially during the warranty period and service agreement period. Any delay or confusion may result in dissatisfaction, which would result in business to lose clients.

Business challenge

Since, the market has different retailers and online sellers selling the same brand, the consumer can buy products from any supplier. Most of the time it is also observed that the prices for the products are also, more or less same, for various sellers. In this case the differentiator usually is after sales service, which helps in buying decision making. In this age of internet and media explosion, consumers are educated to a substantial extent. They know that the product would need repairing and/or servicing after buying it. In this case, they tend to only choose suppliers, who they think would be able to provide them timely and hassle free service.

Business challenge

Since, the market has different retailers and online sellers selling the same brand, the consumer can buy products from any supplier. Most of the time it is also observed that the prices for the products are also, more or less same, for various sellers. In this case the differentiator usually is after sales service, which helps in buying decision making. In this age of internet and media explosion, consumers are educated to a substantial extent. They know that the product would need repairing and/or servicing after buying it. In this case, they tend to only choose suppliers, who they think would be able to provide them timely and hassle free service.

RESEARCHING THE PROBLEM

Discover

In an effort to decode the core needs of servicing the client, one-on-one interviews with various people were carried on. Those interviewed included clients of various products, service personnel and company executives. The interviews were carried out keeping in mind the vitality of a product in day-to-day life and trying to unravel its hidden importance in today’s human life. For example, a product like television is not at all vital for living, but watching TV has now become such an important part of a citizen's routine, that even a single day with non-working television can create huge dissatisfaction and annoyance.

A complete document was created which includes a set of inputs from relevant people with their perceived meaning and conclusions. Some of the conclusions that surfaced are listed below.

Complaint registration is the most boring process. Hence, a well-designed user interface that is amiable and consumes minimum time is very important.
Client hates to search for documents like the invoice of a product he/she bought before a few months, aadhar card etc. They need to be able to register the complaint seamlessly and securely with their registered mobile number.
The app should assure clients that their complaints are being looked upon and should be provided with near-exact estimated time of resolution.
The app should have pleasant colors and use graphical interactions to make customers cheerful.

Discover

In an effort to decode the core needs of servicing the client, one-on-one interviews with various people were carried on. Those interviewed included clients of various products, service personnel and company executives. The interviews were carried out keeping in mind the vitality of a product in day-to-day life and trying to unravel its hidden importance in today’s human life. For example, a product like television is not at all vital for living, but watching TV has now become such an important part of a citizen's routine, that even a single day with non-working television can create huge dissatisfaction and annoyance.

A complete document was created which includes a set of inputs from relevant people with their perceived meaning and conclusions. Some of the conclusions that surfaced are listed below.

Complaint registration is the most boring process. Hence, a well-designed user interface that is amiable and consumes minimum time is very important.
Client hates to search for documents like the invoice of a product he/she bought before a few months, aadhar card etc. They need to be able to register the complaint seamlessly and securely with their registered mobile number.
The app should assure clients that their complaints are being looked upon and should be provided with near-exact estimated time of resolution.
The app should have pleasant colors and use graphical interactions to make customers cheerful.

USER INTERVIEWS

10 users

STAKEHOLDER INTERVIEWS

5 times

PEOPLE INVOLVED

4

USER INTERVIEWS

10 users

STAKEHOLDER INTERVIEWS

5 times

PEOPLE INVOLVED

4

DEFINE THE PROBLEM

Define

Who is the company’s best marketing executive? None other than a satisfied customer himself. For customers who buy the product, the CMS is their only connect with the company/seller. The CMS UX and UI had to be simple, enthusiastic and impeccable so that even a child can use it successfully. The Application should be load-free for faster execution. It should also be able to give quick inputs to the seller service team, in order to act upon it quickly. The backend software should raise unresolved issues to a higher level after a stipulated time, to minimize customer discomfort.

Define

Who is the company’s best marketing executive? None other than a satisfied customer himself. For customers who buy the product, the CMS is their only connect with the company/seller. The CMS UX and UI had to be simple, enthusiastic and impeccable so that even a child can use it successfully. The Application should be load-free for faster execution. It should also be able to give quick inputs to the seller service team, in order to act upon it quickly. The backend software should raise unresolved issues to a higher level after a stipulated time, to minimize customer discomfort.

OUTCOME & SOLUTIONS

Design

Team Uaxe, put its experience and talent to use, to set-up a one of its kind discreet ‘Complaint Management System’ for the client. The whole project was concentrated on a singular design frame assimilated with the retailer’s brand name and color coding. The application also had objectives to reduce the service team’s efforts and increase control of management over the entire service business. Leading graphics and animations designed and placed by Team Uaxe have been highly appreciated both by users and service providers.

Design

Team Uaxe, put its experience and talent to use, to set-up a one of its kind discreet ‘Complaint Management System’ for the client. The whole project was concentrated on a singular design frame assimilated with the retailer’s brand name and color coding. The application also had objectives to reduce the service team’s efforts and increase control of management over the entire service business. Leading graphics and animations designed and placed by Team Uaxe have been highly appreciated both by users and service providers.

1. Branding

2. Style guide

3. Design

1. Branding

2. Style guide

3. Design

4. Key Features of Project/Solution

Smart Dashboard – A fly dashboard, which keeps the track of everything important for the service provider. It will easily guide the man in control, what to do next.
Intelligent Reporting – A system that would generate intensive analytics to enable management to look beyond a day, week or month and study and understand trends and statistics.
Custom Workflow – The software is dynamic, which allows the organization to decide the workflow that the clients will follow. The workflow may be adapted as per the nature of the product.
Complaint Tracking – A very simple system to allow the users and management to keep exact track of each and every complaint at the click of a button.
Integration with existing system – Organizations who want to upgrade from the current system for a better UI/UX and utilities, can do it easier than ever. Team Uaxe helps upgrade the existing system seamlessly.
Email & SMS integration – To keep track of complaints and their status on the go, the software generates relevant mails and text messages and shoots them to the relevant person.
Customized Branding – The organization’s brand and its logo, slogans etc.can be incorporated within this dynamic Complaint Management System, to identify it as a proprietary software to clients registering complaints.
Mobile App – The CMS is accompanied with a powerful mobile application to make it easier for the clients to register and manage complaints from any corner of the globe in a ziffy.

4. Key Features of Project/Solution

Smart Dashboard – A fly dashboard, which keeps the track of everything important for the service provider. It will easily guide the man in control, what to do next.
Intelligent Reporting – A system that would generate intensive analytics to enable management to look beyond a day, week or month and study and understand trends and statistics.
Custom Workflow – The software is dynamic, which allows the organization to decide the workflow that the clients will follow. The workflow may be adapted as per the nature of the product.
Complaint Tracking – A very simple system to allow the users and management to keep exact track of each and every complaint at the click of a button.
Integration with existing system – Organizations who want to upgrade from the current system for a better UI/UX and utilities, can do it easier than ever. Team Uaxe helps upgrade the existing system seamlessly.
Email & SMS integration – To keep track of complaints and their status on the go, the software generates relevant mails and text messages and shoots them to the relevant person.
Customized Branding – The organization’s brand and its logo, slogans etc.can be incorporated within this dynamic Complaint Management System, to identify it as a proprietary software to clients registering complaints.
Mobile App – The CMS is accompanied with a powerful mobile application to make it easier for the clients to register and manage complaints from any corner of the globe in a ziffy.

CMS

CMS

PROJECT BRIEF

Quick story

Quick story

Business challenge

Business challenge

RESEARCHING THE PROBLEM

Discover

Discover

DEFINE THE PROBLEM

Define

Define

OUTCOME & SOLUTIONS

Design

Design

1. Branding

2. Style guide

3. Design

1. Branding

2. Style guide

3. Design

4. Key Features of Project/Solution

4. Key Features of Project/Solution

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