System and method of integrating plurality of customer care service centers for registering and tracking customer requests using one single platform

摘要

The present invention provides a system and method of integrating plurality of customer care service centers for registering and tracking customer requests using one single platform to address products or service related issues with the customers. The system acts as a single point of contact for the customers to register and track complaints or issues with multiple customer care service centers of various products or service providers which are owned and used by the customer. The system completely eliminates the manual intervention at the back end i.e. on the customer care service centre during the time of registering a new complaint. The invention provides automation of raising/tracking complaints for multiple services provided to the customer by multiple service providers and avoids manual intervention from the customer care service centers where a customer care representative comes in to log a complaint or provide details for an existing complaint.

主权项

1. A system for integrating plurality of customer care service centres for registering and tracking customer requests using one single platform, the system comprising:
a. a two way interactive portal having graphical user interface, the portal connected to a plurality of customer care service centres via network for direct communication between a customer and the plurality of customer care service centres wherein the portal facilitates the registration and tracking of requests from the customers wherein the requests relate to products, services or event businesses owned by a customer; b. a customer repository connected to the portal for storing details of the customer, product details and communication details between the customer and the plurality of customer care service systems; c. a forms repository connected to the portal for storing a form specific to each customer care service centre;wherein the customer is enabled to directly communicate with plurality of customer care service centre without the need of individually interacting with each customer care service centre for various products and services related complaints and queries.