Madho Murary Singh

Case Study ADB CMS (Complaint Management System) We have developed this Complaint Management System (CMS). It is a management technique for assessing, analyzing and responding to customer complaints. Usually it is done using three main business protocols. 1. Establishing and agreeing on the complaint. 2. Quality management during the process. 3. Compensation or reimbursement. The main challenge was in this project was security issues. We follow best practices to secure this application. This is the login page which will do the following:- 1. Authenticate user by verifying Username and Password. 2. Make sure user has activated his account. This CMS is a user friendly, intuitive system and consists of 4 main areas:  1) Complaint: Within the complaint record you can store specific details of the complaint (who, what, when, where etc.). Any number of separate complaints for one case can be stored and repeat complaints can also be tracked.  2) Resource:  Within the resource record you can store a range of contact details, correspondence reference and business type. You can view all complaints listed including current progress. Additional information and documentation can also be recorded here.  3) Investigator: Within this record you can store personal and contact details, view caseload allocations and progress, and store additional information and documents.  4) Reports: Within this record you can store personal and contact details, view caseload allocations and progress, and store additional information and documents.  5) Alerts and Notifications. 6) Reporting Dashboard. 7) Follow-ups and Chat. 8) Inbuilt Calendar, Email, SMS. System Features: • Quick search feature for easy access to records. • Extensive complaint records including personal information and contact details. • Multiple issues can be stored against one complaint.  • Investigator record including caseload details/allocations. • Quick and easy logging of a complaint.  • Capable of storing details of both direct and third party complainants.  • Automatic production of tailored acknowledgement.  • Records and tracks key events, deadlines and outcomes.  • Highlights overdue actions in progress screen.  • Measures time between key milestones and events. • Easy creation of standard and non standard letters. Technologies Used: ASP.NET MVC, C# and jQuery.