Product Tracking & Complaint Management System

Stakeholders: NORD

Date of launch: 28/02/2015

Brief background:NORD Drive systems Pvt. Ltd. (NDPL) is a 100% subsidiary of Getriebebau Nord (GBN). A world class facility was established in the year 2005 at Hinjewadi / Pune, the engineering capital of India, to serve the customers in India and the SAARC countries. The Complaint Management System (CMS) for NORD caters to all the after sales service activities of Nord Drive Systems. Customer Complaints can be generated via the system with a unique complaint Number which is then assigned to Service Engineers by dedicated Service Managers and Service Coordinators in order to resolve the complaints with in the set Service SLA’s.

Various Features of this project are:

  • Ability to record & classify all the identified problems
  • Ability to hold the responses from the Engineers
  • Ability to update all problems records till resolution and closure with relevant details
  • Ability to respond to incidents and service request with in the agreed timelines
  • Ability to record the requests for checking products.
  • Ability to allocate calls to the Engineers or department for necessary action.
  • Ability to record the product details.
  • Web-based application layer gives access any-time, any-where
  • ITIL based process definitions

Size of Audience reached : In house System for NORD (50 – 70 users)


Size of Audience intended to reach over next one year (if available):N/A

Technology platform: Java 1.6, JSP 3.0, Servlet 2.0, Resin 4.0.0, EJB 3.0, My SQL 6.0

Demo or Live URL of the project (if available): In House Implementation for Nord