The client was looking for a web-based solution that can help companies aggregate and act on customer feedback to create delightful experiences. The system needed to have three roles to accommodate access to the system’s owner, the subscribing company, and the end customer.
Client Requirement
PROJECT FEATURES AND FUNCTIONALITIES
Super Admin Module
Login
Super admin can log in into the system by entering the credentials.
Companies
Super admin will navigate to companies listing page, add the new company and company’s branch.
Branch Listing:
Super admin can view the branch listing details.
Aspects
Super admin can add the aspects to provide reviews and ratings.
Super Admin Account
Super admin can manage their account by entering the required details.
Company Admin Module
Login
Company admin can log in into the system by entering the credentials:
Dashboard
A company admin will navigate to dashboard after successful login into the system. Admin will view the Overall Rating branch wise, NPS Count, NPS Score, Respondent, Reviews, NPS Chart-Facility, Department wise NPS-Filter by branch, Sentiments bar graph, Leaderboard, Complaints list and Latest Reviews.
Department
Company admin can add/edit/delete the departments.
Employees
Company admin can add/edit/delete their employees.
Company and Branches
Company admin can add the employees and the branches for their company.
Bulk Emails
Company admin can send bulk emails to employees.
Escalation Groups
Company admin can add the escalation group for complaints. If the user has added any complaints, then there are three levels for the company that the complaint will be solved; initially, the complaint will be viewed by the level 1 employee. And if they can’t solve it in a given time, then the complaint will be considered to the level 2 employee and then level 3.
Net Promoter Score (NPS) Reports
Company admin can view the aspects reports as Department, Date, NPS, Total Reviews, Promoters, Passives and Detractors.
Company Employee Module
Dashboard
A company employee will view the following details on the dashboard.
- Overall Rating branch wise
- NPS Count
- NPS Score
- Respondent
- Reviews
- Positive, Neutral, Negative
- Weekly NPS Chart-Facility to filter by dates
- Department wise NPS-Filter by branch
- Sentiments bar graph (Reviews)
- Leaderboard
- Complaints list
- Latest Reviews
Questions
Company employees can manage the questions with diverse criteria.
Complaints
Company employees can view the complaint list as Feedback Complaints and Questions Complaints.
Company Reports
A company employee will view the reports for complaint graphical and tabular form.
Company admin can filter, search and export the reports.
Bulk Emails
Company employees can send bulk emails.
Bulk SMS
Company employees can send bulk SMS.
Add New SMS
Company employee can add the new SMS with the details:
Company Employee Account
Company employees can manage their account with the details.
Edit Profile
Company employees can edit their personal details.
Solution
We provided the client with a bespoke SaaS-based web solution to cater to their specific needs that comprised of 3 components:
- A super admin interface that allowed the product admin to various onboard companies and moderate access permissions.
- Admin panel access for the company and its employees with different roles to access consumer feedback and other processes.
- A system-generated front-end interface for end customers of the companies to provide feedback for services consumed.
Technologies Used
