Customer Details
Customer
A multi-business group
Industry
Manufacturing
A well-established, privately held business group in the Middle East, with over 10,000 employees spanning manufacturing, healthcare, oil & gas, and construction, had no group-wide way to log or track after-sales customer feedback. Individual teams relied on their own methods, email threads, phone notes, spreadsheets, so the status of a service request lived wherever that one employee kept it, not in any shared record.
Built on Joget, the After-Sales Customer Feedback System gave the entire group a single app for logging and responding to feedback, accessible from mobile, laptop, or desktop. That flexibility mattered given the workforce: factory floor staff, customer-facing teams, and office employees could all use the same system without needing a specific device. The result: feedback requests are now tracked consistently across the group, with a shared view that replaces informal, person-held records.
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CHALLENGES
No Central Record, No Consistent Process
- There was no consistent, group-wide system to log customer feedback or after-sales service requests, where different teams or units may have handled this through their own informal methods, such as email, phone notes, or spreadsheets.
- With more than 10,000 employees across blue-collar and white-collar roles potentially involved in receiving, logging, or responding to customer feedback, the absence of a shared system made it difficult to maintain a consistent process across such a large and varied workforce.
- Without a central log, tracking the status of an after-sales request — whether it had been received, was in progress, or had been resolved — depended on whoever handled that particular case keeping their own record, rather than a shared view accessible to others who might also be involved.
- This also made it harder to see patterns across feedback and service requests at a group level, since records weren’t consolidated in one place.
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SOLUTIONS
One App, Any Device, Every Team
- An After-Sales Customer Feedback System was built on Joget, accessible from mobile, laptop, and desktop, so staff can log or respond to requests using whichever device is available to them at the time.
- The app was rolled out broadly enough across the group to be used by more than 10,000 employees across different roles, spanning both blue-collar and white-collar positions.
- Because it’s accessible across device types, staff working in different settings — a factory floor, a customer-facing role, or an office — can all use the same system without needing a specific type of device to participate.
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RESULTS
A Shared Record Across 10,000+ Employees
EASIER
Data retrieval with various devices
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IMPROVED
Information tracking
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CONSISTENT
Records across the group
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Feedback and after-sales service requests are now logged in a single, shared app rather than through separate or informal channels, giving a consistent record across the group.
Access from mobile, laptop, or desktop means both blue-collar and white-collar staff can use the same system regardless of their role or work setting, without needing a specific device to do so.
With requests centralized in one system, the status of a given feedback item or service request can be tracked and followed up on consistently, rather than depending on informal, individually-held records.