MCB Funds (Complain Mangament System)

MCB Funds, a leading asset management and investment advisory company in Pakistan, aimed to improve the efficiency of their internal operations. With a vast employee network and diverse departmental needs, they required a secure and user-friendly ticketing system to manage support requests seamlessly.

• Centralized Support System:
  Develop a robust ticketing solution to handle internal support requests efficiently across all departments.
• User-Friendly Interface:
  Ensure the system is intuitive and easy to use for employees with varying levels of technical expertise.
• Performance Tracking:
  Create a dashboard to monitor ticket progress and resolution rates for each department, enabling better accountability and performance analysis.

• Requirement Gathering:
  Ve Digitize collaborated with MCB Funds’ key stakeholders to understand their operational needs and pain points.
• Custom Ticketing Solution Development:
  • Secure Ticket Management: Built a system where employees could log support tickets for various departments with secure access.
  • Department-Specific Workflows: Integrated workflows tailored to each department’s processes for efficient ticket resolution.
  • Priority Setting: Enabled employees to mark ticket priority levels, helping departments address critical issues promptly.
• Dashboard Integration:
  Developed a dashboard to provide real-time insights into:
  • The number of active tickets.
  • Resolution times by department.
  • Overall performance metrics for better management oversight.
• System Testing and Training:
  Conducted rigorous testing to ensure the system’s reliability and provided hands-on training sessions for employees.

• Improved Efficiency:
  The centralized ticketing system streamlined complaint management, significantly reducing response and resolution times.
• Enhanced Transparency:
  The dashboard allowed management to monitor departmental performance, identify bottlenecks, and take corrective actions.
• Increased Employee Satisfaction:
  With a simple and intuitive interface, employees could log tickets effortlessly, ensuring their issues were addressed promptly.
• Scalable Solution:
  The system was designed to adapt to MCB Funds’ growing needs, ensuring its long-term viability.