PPL: MODERNIZATION OF THE CUSTOMER REQUEST APPROVAL AND TRACKING SYSTEM
For a major international courier, we created a system for tracking and approving claims, discount requests, and other customer demands.
Project duration
6/2018 - present
Team size
2 people
Technology used
Atlassian Jira Core, Jira SErvice Desk and ScriptRunner
Client’s Request
The client needed to replace the existing system for tracking and approving customer requests for claims and discounts as quickly as possible. Implementing the new processes in a short time frame while being flexible to customer needs was critical.
Solution
We created the system primarily for the client’s business teams and their managers. Each team member, depending on their role, has access to a clear record of who submitted and approved specific requests. This system successfully eliminated the confusion of email-based communication.
The first step was quickly replacing the existing discount approval process. We launched a basic version of the system that enabled users to access the most essential features. Only after this was completed did we proceed with the implementation of additional features.