Case Study Details

 

KCS improved the complaint registration process through an intuitive mobile application for the Municipal Corporation of Norway

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Client Background

Client Background

The municipalities and the county authorities have the same administrative status, whereas the central government has the overriding authority and supervision of municipal and county municipal administration. Norway is currently based on what is termed the generalist local authority system. This means that all municipalities and county authorities are required to fulfill the same functions.

Objective

The client wanted to digitize the process of registering the complaints/ issues and provide a solution to their customers within no time. The client approached KCS to solve their problem. The main aim of the project was to build an intuitive and user-friendly mobile app to fasten the process of registering the issues/complaints and enhance the user experience.

  • Country
    Norway

  • Industry
    e-Governance

  • Solution
    Mobility, Cloud

Challanges

Challenges

  • The client fulfilled the needs of its customers through a variety of independently working niche services
  • Also, there was no proper medium to track the progress of the services rendered by the client
  • The customers had no platform to quickly raise complaints and view the status for the same
  • Thus, the client experienced a delayed process ultimately resulting in poor customer service
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Solution

  • The professionals at KCS truly understood the requirement of the client and came up with an intuitive mobile app solution
  • The app allowed the users to directly register to complain along with their name, email as well as the phone number
  • The users can simply complain amongst the categories like route information, water, park & recreation areas, or any other issue by sending pictures or videos of the same
  • The app allows the users to select the locality or the area while registering the issue
  • The app shows the status of the registered complaint i.e. Unopened, In progress, Completed, Recurring Case, and Negative
  • The users can even give ratings according to their user experience
  • The app also allows the users to view the history of their past issues and complaint resolution whenever required
  • The app also offers a map view for the users to easily locate the issues on their current location

Case Study Solution

Project Highlights

Issue/Complaint Registration

Issue/Complaint Registration

Picture/ Video Attachment

Picture/ Video Attachment

Map View

Map View

Status of the complaint resolution process

Status of the complaint resolution process

Department selection of respective Municipality to address the issue

Department selection of respective Municipality to address the issue

KCS Approach

KCS Approach

KCS is a worldwide IT Consulting and Technology Services company with a forte on providing high-quality solutions to customers on an international level. Team KCS handles every project with great determination and enthusiasm. It strives hard to provide innovative and technological solutions to clients.

Outcome

Outcome

  • Our mobile app solution not only helped the client to reduce the process delays but also helped them in improving the service tracking
  • The clients could quickly resolve the complaints while enhancing their customer experience on the go
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Tech Stack

Android
iOS
Parse

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