Online Complaint Management System
About This Project
A complaint management system that allows customers to submit complaints, track their status, and receive resolutions. Features include complaint categorization, priority assignment, department routing, SLA tracking, and customer satisfaction surveys.
Key Features
- Complaint submission with categories
- Priority and severity assignment
- Department-based routing
- Status tracking and updates
- SLA monitoring and alerts
- Customer satisfaction surveys
- Analytics and reporting dashboard
- Automated escalation system
How It's Built
Design the Database Schema
Create MongoDB collections for complaints, departments, responses, surveys, and escalations. Use Mongoose schemas.
Build Routing Engine
Implement automatic complaint routing to departments based on category. Build priority-based assignment logic.
Build the Backend API
Set up Node.js with Express. Create endpoints for complaint CRUD, status updates, routing, and survey submission.
Build the React Frontend
Create customer and admin interfaces for complaint submission, tracking, and resolution management.
Implement SLA Tracking
Build SLA monitoring with automated escalation for overdue complaints. Implement notification alerts.
Build Analytics Dashboard
Create dashboards showing complaint trends, resolution times, customer satisfaction, and department performance.
Deploy and Test
Deploy to cloud hosting. Test complaint submission, routing, tracking, and resolution workflows.
Need Help With This Project?
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