Still in the works, I will complete the project creation process as soon as possible.
FIFGROUP is a financing company that provides a wide range of financial services, including new and used motorcycle financing, electronics financing, home furnishings, and multipurpose services for various consumer needs. FIFGROUP has various products such as FIFASTRA, SPEKTRA, DANASTRA and AMITRA.
My Role
Year
Tools Usage
The objective of this Case Management System development project is to build an integrated platform to manage, track, and resolve cases, especially FIFGROUP customer complaints, effectively and efficiently. The system is expected to provide a comprehensive solution to improve productivity, transparency, and service quality through features focused on managing the complaint workflow.
Slow Handling Process
Issue: Complaint handling often takes longer than expected.
Impact: The level of customer dissatisfaction increases, the company's reputation can be affected, and the problem resolution time becomes longer.
Dispersed and Uncentralized Complaint Data
Issue: Complaint-related information was scattered across various departments and platforms, making it difficult to track and manage in an integrated manner.
Impact: Difficulty in making quick and appropriate decisions due to non-centralized data, as well as the risk of data duplication or loss.
Lack of Transparency in Complaint Status
Issue: Consumers and internal staff do not have clear visibility into the status and progress of complaints.
Impact: Caused frustration for both consumers and staff, and disrupted communication between the departments involved.
Lack of Complaint Trend Tracking and Analysis
Issue: The current system is unable to effectively track and analyze consumer complaint trends.
Impact: Hinders the identification of root causes and the creation of preventive strategies that can reduce future complaints.
Ineffective Interdepartmental Collaboration
Issue: Lack of adequate collaboration tools between relevant teams or departments in handling customer complaints.
Impact: Miscommunication, delays in complaint resolution, and inefficient processes.
This platform provides an integrated solution to support business processes efficiently, starting from submission management for handling applications, case handling with transparent tracking, to structured and prompt resolution workflows. It is supported by a data master management solution for accurate and centralized data management, as well as an insightful dashboard that offers integrated data visualization to monitor performance, track processes, and enable data-driven decision-making.
Examples of some wireframe templates when creating a Sangfor website, I can't show all the wireframes because they belong to the company
Features to collect and record all incoming complaints from consumers through various channels. Comprehensive recording of initial data for proper distribution.
Manage each case or submission thoroughly with a transparent tracking system. Provide the best solutions according to customer needs with a structured and easily accessible process.
Provides fast and precise turnaround for every submission. It supports process automation, task reminders, and completion reports.
Centrally manage all core company data, including customer, product and partner data. Support data validation and updates to maintain information accuracy.
Provides an integrated and easy-to-understand view of data in one place. It helps monitor performance, track process status, and make data-driven decisions with engaging visualizations.
Centralized Data Management
Centralizes all complaint data into a single platform for easier tracking and management.
Reduces duplication and speeds up decision-making.
Real-Time Status Updates
Provides transparency for both consumers and staff through accessible, real-time updates.
Trend Analysis and Prevention
Includes analytics tools to monitor complaint trends and identify root causes.
Enables the creation of preventive strategies to reduce future complaints.
