Challenge: different requests without one shared view
Complaints, suggestions, damages, and service cases arrived through multiple channels. Without a central register, it was difficult to standardize handling, meet deadlines, and review service quality across individual locations.
Local employees, the customer service team, subject-matter departments, and management all took part in delivery. Each group needed a different scope of access and responsibility.
Solution: a central case management platform
Astrafox built a web platform covering the complete request lifecycle, from intake and classification through closure and analysis.
The solution includes:
- a shared register of complaints, suggestions, damages, and service requests,
- classification and routing to the appropriate location and team,
- monitoring of timeliness and SLA service levels,
- automated notifications and scheduled tasks,
- mobile components for work at locations and in the field,
- role-based access to functions,
- reports by period, location, and issue category,
- data export for further analysis,
- an event log that supports auditing and diagnostics.
Outcome: faster response and a consistent standard
Every case has a category, status, owner, and deadline. The system flags requests that require action. Managers see current case status and analyze recurring issues by location and category.
The shared environment supports consistent service rules across a distributed organization.
Technical details
The platform is a web application with mobile components. It integrates with CRM, payment systems, and insurance forms. A background task layer handles notifications and recurring processes, while the role model limits access to functions and data.
Frequently asked questions
Do all requests follow the same process?
No. Classification tailors handling to the case type while preserving shared monitoring and reporting rules.
Can employees register cases outside the office?
Yes. Purpose-built mobile components support request registration and handling at a location or in the field.