Software Projects
Automotive Customer Escalation Portal
emQube developed a dedicated workflow application that enables automotive regional headquarters to track, monitor, and resolve customer service escalations from local service centers.
Client
An automotive manufacturer with a strong market presence in the luxury segment.
Technology
.Net Core
Angular
SQL Server
Azure Hosting
Application
This web-based application provides a structured interface for recording and tracking customer escalations from local service centers. When a customer is dissatisfied with local resolution, the case is logged into the portal and routed to the regional headquarters for intervention.
The system monitors the lifecycle of each complaint, ensuring the responsible service center takes corrective action while maintaining strict corporate SLA compliance. It outputs automated tracking logs and escalation reports, providing the regional team with full visibility into the resolution process and service center performance.
The CCMS application allows us to maintain the highest service standards by ensuring every customer escalation is tracked and resolved properly. It gives us the transparency we need to uphold our brand promise.
- Customer Service Manager
