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Enhance Amlak Web Application with Complaint Management and Integrated Financial Solutions

qarbon.it

Financial services

Business services

Challenges in Customer Complaint Handling and Need for Enhanced Financial Solution Integration

Amlak currently lacks a centralized and efficient system for managing customer complaints related to its diverse financial products and services. Integrating complaint handling directly within the web application is needed to improve customer satisfaction and streamline operational processes. Furthermore, the existing systems require further modernization to improve efficiency and reliability.

About the Client

A leading global provider of financial solutions to corporate and institutional clients across EMEA, APAC, and the Americas, specializing in financing, flow banking, financial advisory, global markets, risk management, and securities services.

Project Objectives

Implement a comprehensive complaint management system within the Amlak web application.
Improve customer satisfaction by providing a streamlined complaint resolution process.
Enhance operational efficiency by automating complaint handling workflows.
Modernize the backend infrastructure using Java to ensure scalability and reliability.
Implement robust automation testing to guarantee system stability and functionality.

Functional Requirements

Customer complaint submission form with categorization and documentation upload.
Complaint tracking and status updates for both customers and Amlak staff.
Automated routing of complaints to the appropriate department or personnel.
Reporting and analytics dashboard to monitor complaint trends and resolution times.
Secure storage and management of complaint data.
Integration with existing Amlak financial systems for data retrieval and updates.

Preferred Technologies

Java

React.js

Required Integrations

Existing Amlak core banking systems
CRM systems
Internal reporting and analytics platforms

Key Non-Functional Requirements

High Scalability to accommodate future growth
Robust Security to protect sensitive customer data
High Performance and Responsiveness
Comprehensive Automation Testing Framework

Expected Business Impact

This project is expected to significantly improve customer satisfaction by providing a more efficient and transparent complaint resolution process. It will also enhance operational efficiency by automating complaint handling workflows, reducing manual effort, and improving data accuracy. The modernized backend infrastructure will ensure the long-term scalability and reliability of Amlak's financial solutions, further strengthening its position as a leading provider in the global financial market.