Complaint Management is important from both customer as well as business point of view. Complaints contain direct voice of the customer which provides companies a huge volume of data which can be used to improve the quality of the product the company is manufacturing. Hence it is necessary for the organizations to harness the data received via complaints. However as the data received via complaints is enormous it is not an easy task to manage the data received via complaints as the data keeps on expanding and multiplying. For implementing this difficult task of complaint management, websites were built but it becomes necessary for the customer to have a desktop/ laptop for using the system built for complaint management. However with time, mobiles have taken place of the Laptops / Desktops due to their on the fly nature which helps an individual to communicate or work on his personal tasks while he/ she is travelling. Hence in my project I have provided mobile support to these kinds of systems which has to deal with huge volumes of data as it will be beneficial. However mobile devices on their own do not possess sufficient level of resources for dealing with such level of computations that are done on the data. Hence I have cloud computing utilized for this kind of systems which will take care of the heavy computational stuff leaving mobile phone to efficiently function while people are using such a system. Hence my project aims to develop a mobile based complaint management system which will be provided as a service to the users of the system. I have also added the feature of the multi-tenancy to the system using which the system can be configured according to the requirements of an organization.
Amrute, Ajinkya, "Cloud Based Complaint Management Service" (2013). Master's Projects. 298.