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.Net Core Based Multi-tenant CRM Ticketing Platform To Enrich Customer Experience For 100+ Retail Chains
Tech Stack
.Net core
Azure cloud
elasticsearch
MongoDB
NodeJS
ReactJs
SAAS
About Client
The client is one of the few companies in the market whose core business idea is to enhance the customer experience of avid shoppers. It is a leading loyalty program outsourcing partner for leading retail chains and caters to multiple segments and locations. The company currently serves more than 100 known retailers across USA and has also partnered with multiple POS products to manage its customer loyalty database.
About Product
The product requirement was to create a SaaS-based CRM platform to manage customer service tickets raised by customers of different retail entities from multiple input mediums. The ideation of the product is unique as it requires collaborative customer data across multiple business entities that have a large customer base. The powerful, open source .NET core web development is well-equipped with the latest features to enhance the customer service experience of millions of end-users.
Data Volume
Being a customer loyalty management marketplace, the application is used by multiple companies and user.
The application is optimized with a complex queuing algorithm with Multitenant Architecture, which manages the continuous traffic of tickets to intelligently assign the tickets to relevant customer service agents
Solution
The Challenges
Result
- Single Platform for Customer Complaints and Feedback
The application addresses customer queries and complaints raised from multiple platforms like toll-free helplines, chat widgets, email, social media platforms, and even store walk-ins.
- Fully Customized SaaS Platform
Clients can subscribe to customized modules as per their business requirements. The application allows data integration with multiple databases and server rentals and has hosting capabilities with a centralized Super Admin module to manage everything.
- Robust Interactive System Linked to Entire Business Value Chain
Cross-departmental integration helps to manage the customer feedback response in a more optimized and systematic fashion. The app can deal with customer queries and complaints across multiple locations. Users can reduce ticket resolution timelines by assigning tickets to customers’ nearest service centers.
- Single Platform for All Customer Information
Customer care reps can retrieve all customer data including purchase history, billing history, customer care contact history, customer value to the client, and customer loyalty program management.
Product Screens
Client Testimonials
Over time, we developed interpersonal relationships and considered them part of our team. I was impressed with the work we were able to produce with them.
