Complaint Management System — Nama Supply
Workflow Automation
Project Overview
A complaint resolution system that replaced manual email chains with a structured 4-level approval workflow, real-time billing data lookups, and automated SMS updates — cutting resolution time by over 40%.
Client: Nama Supply
Duration: 5+ months (ongoing)
The Challenge
Complaint handling relied on manual email approvals and had no integration between the CRM, billing system, or customer notification layer — leading to slow resolution, lost threads, and poor customer visibility.
Our Solution
Designed a K2 Nintex workflow with a configurable 4-level dynamic approval chain. SQL UserUM integration validates agents at each approval stage. Billing data is retrieved in real time via the Orion API to give approvers full context without leaving the workflow. An SMS gateway sends automated status updates to customers at each stage transition. Deployments are managed via Azure DevOps pipelines to ensure consistent environment promotion.
Results
- Complaint resolution time reduced by over 40%
- Real-time billing context surfaced to approvers without system switching
- Customer SMS updates eliminated inbound status enquiries
- Scalable approval logic handles volume spikes without reconfiguration
Client Testimonial
"Alicorn built the LiteCloud practice management platform for us — it handles our entire client workflow, task tracking and reporting. It has been running in production for over 8 months and the team has been responsive throughout. The co-founders are directly involved, which makes a real difference."
Lee Phillips
Digital Data Lead, Twinings Ovaltine
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