Summary
Industry: customer services
Application: web-based
Database: mySQL
Tools&Technologies: PHP

Opportunity
Customers' complaints management is one of the crucial components of the company image building. CRM departments of all companies are interested in comprehensive information on their clients' dissatisfaction to improve the products or services they provide. On the other hand, people often need to let the temper out, which is better to do in front of a computer rather than a real person.

Solution
A consumer empowering site was designed and developed, where complaints may be issued to any company working in any industry. Companies can log on to the site, view and respond to the complaints. The back-end interface was developed to provide eComplaints.com staff with a tool to make customized complaint forms for every industry, to extend the number of companies and industries participating in the project, to make reports for companies and publish their responses for complainants, to find out the satisfaction level of customers. Database integration allows for a number of additional features like making lists of the companies that have maximum number of complaints or that satisfy complainants most completely.

Benefits
Customer relationship management department of any company can transfer a part of complaints management online. The complaint issue is facilitated, which helps companies to gather information on a broader range of drawbacks or shortcomings. Some offline complaints could be considered not worth troubles but still heavy influenced the company image. Now companies are forced to satisfy complainants quickly and completely trying to favor their customers.