Project Objective To build an interactive, real-time platform that allows customers to lodge complaints, track resolution progress, provide feedback, and receive timely updates via SMS, while enabling the bank’s support staff to handle and prioritize complaints more effectively.
Account Login Details:
AccountNumber: 1234567890 or 1111111110 StaffAccount: staff@firstbank.test & password123 AdminAccount: admin@firstbank.test & password123
Core Functional Requirements
- User Roles
- Customer
- Branch CSO
- Supervisor(EPI)
- Customer Portal Features
- Complaint Submission
- Secure login (account number ,OTP , PIN)
Simple form with:
- Complaint category (dropdown)
- Description (text)
- Optional attachment (e.g., screenshot)
- Complaint ID generated upon submission
- “Escalate button” to escalate unacknowleged pending issues
Complaint Lifecycle Tracker
- Visual stages: Submitted → Acknowledged → In Progress → Resolved
- Timestamps for each stage
- Notes from support team at each stage
- Dynamic updates with visual progress bar
- An escalation button ( escalate over - pending complaints)
- A mail should be sent to EPI head upon escalation
Feedback & Rating
- Star rating system (1–5 stars)
- Optional comment section
- Option to reopen the complaint if unsatisfied (within 3 days)
Notification System SMS alert on:
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Submission confirmation
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Acknowledgment
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Status change
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Final resolution
-
Upon resolution , a link is attached to be able to tap on to rate or give feedback of satisfaction
-
Optional email alerts
-
Customer Complaint History
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View all past and active complaints
-
Filter by date or status
- Admin / Support Dashboard
- Complaint Management
Table view with sorting/filtering by:
-
Status
-
Date
-
Complaint type
-
Red notice flag (escalation ?)
-
View full complaint details
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Update complaint status & add resolution notes
-
Assign to support agent
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View Escalated issues
Red Notice System (Require Live Deployment)
Automatically flags recurring complaints if:
- Same issue logged more than X times by a user
- Same category complaint spikes above threshold in Y days
- Upon this we should Alerts admin to investigate
Analytics & Reports
- Number of complaints by type, time, or region
- Resolution times
- Customer satisfaction scores
- Agent performance
- User & Role Management(EPI)
- Set permissions (e.g., view-only, resolver, supervisor)
Authentication & Security
Customers
- OTP login via registered phone number
- [-] Optional PIN or biometric (on mobile) (will not do)
- [-] Session timeout, device tracking
Admins
- Username + Password (email)
- 2FA (via SMS or app)
- RBAC (role-based access control) (nope)
- Activity logs and audit trail
Optional Streamlined Enhancements
- [-] Use AI chatbot to gather complaint details
- [-] Suggest FAQs or solutions before submission
Auto-Categorization
- [-] Use simple NLP to auto-classify complaint type (too long)
- [-] Speeds up assignment to relevant teams (i don't get it)
Escalation Workflow
- If complaint is unresolved after X days, escalate to supervisor
- Option for manual override/escalation by customer
D. SLA Timers
- Show countdown to SLA breach on each complaint
- Notify agent and admin when close to breach
Non-Functional Requirements
- Responsive design (mobile-friendly)
- [-] Highly available and scalable (no time)
- [-] Local language support (optional) (no time)