Gazi International Service

Case Study: Nelsis Tech Implements ERP and Complaint Management System for Gazi International

Customer Service Client: Gazi International
Service Industry: Pump and Motor Manufacturing

Challenge:

Gazi International's customer service center faced difficulties managing customer complaints related to Gazi pumps and motors. Their existing system lacked efficiency in handling issues, tracking resolution progress, and providing timely feedback to customers. Additionally, their operations relied on disparate systems for accounting, inventory, purchase requisitions, and manufacturing, hindering overall visibility and control.

Solution:

Nelsis Tech implemented a comprehensive solution that addressed both customer service and operational needs:

  • ERP System:

    Nelsis Tech deployed Odoo ERP, an open-source platform offering a modular approach. Implemented modules included:

    • Accounting: Streamlined financial management processes like invoicing, payables, and receivables.
    • Inventory: Enhanced stock control with real-time inventory tracking and forecasting.
    • Purchase Requisition: Automated purchase request workflows for efficient procurement.
    • Feedback & Complaint Management: Established a dedicated module for registering, tracking, and resolving customer complaints.
    • Manufacturing: Improved production planning and monitoring with integrated manufacturing functionalities (optional based on Gazi International's needs).
  • Customer Service Integration:

    The complaint management module was seamlessly integrated with the customer service center's operations. This allowed for:

    • Efficient Complaint Registration: Customers could easily register complaints through various channels (phone, email, web form).
    • Automated Workflows: Complaints were automatically routed to the appropriate technicians based on the issue type and urgency.
    • Real-time Tracking: Customers received updates on the progress of their complaints through a self-service portal or SMS notifications.
    • Improved Resolution Time: Streamlined workflows and better communication led to faster complaint resolution.

Benefits:

  • Enhanced Customer Satisfaction: Gazi International witnessed a significant improvement in customer satisfaction due to faster complaint resolution and improved communication.
  • Increased Efficiency: The integrated ERP system eliminated data silos and redundancies, leading to increased operational efficiency.
  • Improved Decision Making: Real-time data and reporting capabilities provided valuable insights for informed decision-making.
  • Reduced Costs: Streamlined processes and improved inventory management resulted in cost savings.

Conclusion:

Nelsis Tech's implementation of Odoo ERP and a dedicated complaint management system empowered Gazi International to deliver exceptional customer service and optimize their overall operations. The integrated solution improved efficiency, communication, and data visibility, leading to a significant increase in customer satisfaction and operational effectiveness.