Functional requirements of Complaint Management System with non-functional

Functional Requirements

1. User Authentication and Authorization
   • Allow users (e.g., complainants, support staff, administrators) to create accounts, log in, and manage their profiles.
   • Implement role-based access control to manage permissions and access based on user roles (e.g., admin, support agent, end-user).
2. Complaint Submission
   • Enable users to submit complaints online, including providing details such as complaint type, description, and relevant attachments.
   • Support various channels for submitting complaints (e.g., web forms, email, phone).
3. Complaint Tracking and Status
   • Allow users to track the status of their complaints, including viewing updates and progress.
   • Provide mechanisms for users to receive notifications about status changes, resolutions, or additional information required.
4. Complaint Management
   • Enable support staff to view, assign, and manage complaints, including updating status, adding comments, and resolving issues.
   • Provide tools for categorizing and prioritizing complaints based on urgency, type, and severity.
5. Resolution and Feedback
   • Allow support staff to close complaints and provide resolution details.
   • Enable users to provide feedback on the resolution process and overall satisfaction.
6. Reporting and Analytics
   • Generate reports on complaint metrics, including volumes, types, resolutions, and response times.
   • Provide analytics on trends, common issues, and performance indicators for management review.
7. Escalation Management
   • Implement mechanisms for escalating complaints that are unresolved or require higher-level attention.
   • Provide tools for managing escalation processes, including notifying senior staff or administrators.
8. Communication and Notifications
   • Send notifications to users and support staff about complaint updates, resolutions, and important information via email, SMS, or in-app messages.
   • Provide options for customizing notification preferences and alert settings.
9. Integration with External Systems
   • Integrate with external systems such as CRM tools, email platforms, and customer databases for seamless complaint management.
   • Support API integration for extending system capabilities and connecting with third-party services.
10. User Interface and Experience
    • Provide an intuitive and user-friendly interface for submitting, managing, and tracking complaints.
    • Ensure accessibility features for users with different needs and abilities.
11. Data Security and Privacy
    • Ensure that user data and complaint details are stored securely with encryption and access controls.
    • Implement measures to protect sensitive information and ensure compliance with data protection regulations.
12. Documentation and Support
    • Provide user manuals, help guides, and support resources for users and support staff.
    • Offer technical support for system issues and user assistance.

Non-Functional Requirements

1. Performance
   • Ensure quick response times for complaint submissions, status updates, and reporting.
   • Handle high volumes of complaints and user interactions efficiently.
2. Scalability
   • Support the addition of new features, users, and complaint types as the system grows.
   • Scale to accommodate increasing data volumes, user traffic, and complaint submissions.
3. Reliability
   • Ensure high system availability with minimal downtime, especially during peak usage times.
   • Implement backup and recovery procedures to protect data and ensure business continuity.
4. Security
   • Protect user data, including personal and complaint details, with encryption and secure access controls.
   • Implement measures to prevent unauthorized access, data breaches, and misuse of information.
5. Usability
   • Provide an intuitive and user-friendly interface for submitting and managing complaints.
   • Ensure ease of navigation and accessibility features for users with different needs and abilities.
6. Maintainability
   • Design the system for easy updates, maintenance, and troubleshooting.
   • Provide clear documentation for system administrators, developers, and support personnel.
7. Compatibility
   • Ensure compatibility with various devices (e.g., desktops, tablets, smartphones) and web browsers.
   • Support integration with different operating systems and platforms for a seamless user experience.
8. Data Integrity
   • Ensure accuracy and consistency of complaint details, status updates, and user information.
   • Implement validation checks and error-handling mechanisms to maintain data quality.
9. Support and Documentation
   • Provide comprehensive user manuals, help guides, and support resources for troubleshooting and training.
   • Offer technical support for system issues and maintenance.
10. Auditability
    • Maintain logs of system activity, complaint management, and user interactions for auditing purposes.
    • Provide audit trails for complaint submissions, resolutions, and system access.