Web System Improves Customers’ Satisfaction by 30%, Resolving 94% of Complaints Without Escalation

The Client required a solution that could make consumers’ voices heard more effectively and help businesses solve problems with better results. Most likely, it should be a web-based system with the functionality of an independent problem resolution service. The challenge was not only to build the mediation service between claimant and defendant but also to create the system for data analysis and compilation of industry reports for different business domains. The required key features of the platform are high processing speed, quick complaints processing, and financial efficiency.

During 6 years of successful cooperation, the delivered product became a service that helps businesses build customer trust. The platform creates a personal case file for each issue, so the plaintiff is in control and can manage everything from one place.

In 2018, the Client company founder and CEO was awarded Social Enterprise Entrepreneur at the Enterprise Awards. The initial version of the platform was released in 9 months. Improvements in the communication between market actors result in improved outcomes for everyone.