Functional requirements of Complaint Management System with non-functional
Functional Requirements
- 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).
- 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).
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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
- Performance
- Ensure quick response times for complaint submissions, status updates, and reporting.
- Handle high volumes of complaints and user interactions efficiently.
- 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.
- 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.
- 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.
- 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.
- Maintainability
- Design the system for easy updates, maintenance, and troubleshooting.
- Provide clear documentation for system administrators, developers, and support personnel.
- 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.
- 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.
- Support and Documentation
- Provide comprehensive user manuals, help guides, and support resources for troubleshooting and training.
- Offer technical support for system issues and maintenance.
- Auditability
- Maintain logs of system activity, complaint management, and user interactions for auditing purposes.
- Provide audit trails for complaint submissions, resolutions, and system access.