Redesigning a Scalable Complaint Resolution Platform | Anarish Case Study

Overview

Revamping a Complaint Management System for Efficiency

We partnered with ServitiumCRM to redesign their Complaint Resolution Management System and Admin Panel used by service centers across India. The platform was built to manage service requests but became difficult to scale and maintain. Our goal was to revamp both systems to improve complaint handling and simplify data management for users.

Launch Time6 Months

Design To Code Success100%

Screens Made80+

Business Impact+38% faster call logging

Tools Used

PsAi

Objectives

User Experience Impacted by Complex and Unfocused CRM

Workflow Automation Complexity:Building and maintaining automation for lead nurturing, ticket routing, or follow-ups can be complex and time-consuming. Even minor process changes often require reconfiguration, adding to operational overhead.

Data Overload Without Visual Clarity:Too much raw data is shown without prioritization or visualization, making important KPIs are often buried under less relevant metrics.

User Adoption & Training:The UI is cluttered with too many features, making key actions hard to find. A lack of visual hierarchy and intuitive layout further hinders usability.

Lack of Role-Based Design:The same interface is used across sales reps, managers, and support agents, as a result, role-specific features are not prioritized.

User Research

Mapping the People Behind Hospitality Excellence

We conducted a 2-hour workshop with members from PM, design, tech, and business teams to dive deep into the app’s goals and lay the foundation for an engaging and intuitive user experience.

Purpose and Direction

Designing a Scalable HRMS for Global Teams

We aimed to create a modern HR platform for global operations—across languages and devices. By focusing on clarity and accessibility, we empower organizations to manage talent efficiently. icon Supporting a multilingual workforce with adaptable UI components icon Enabling role-specific experiences without breaking design consistency icon Making daily HR tasks intuitive across mobile and desktop devices icon sum dolor sit amet, consectetur adiipsum dolor sit amet, consectetur adi

Design System

Laying the Visual Foundation

UI Design

Designing for Role-Specific Needs

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Comprehensive Overview of Key Metrics

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Empowering Technicians with a Custom Mobile App

Technicians operate in dynamic, on-the-go environments where timely response and accurate service are critical. A custom-built mobile app enhances their productivity by offering real-time access to task lists, service histories, manuals, and digital checklists—all from the field.

The app also enables instant communication, status updates, and media uploads from job sites, ensuring transparency and better issue resolution.