As business process designers, we designed customer service processes for Dortamiss, a jewellery store that sells gold online and
in installments. Our role involved researching and analyzing the current processes and systems that Dortamiss used to interact
with its customers, and identifying the pain points and gaps that affected customer satisfaction and retention.
Based on our findings, we proposed a set of recommendations to improve the customer service processes, such as streamlining
the communication channels, automating the payment reminders, and enhancing the feedback mechanism. We also managed
the execution of the processes by the IT team in CRM, ensuring that the technical requirements were met and the changes were
implemented smoothly. Additionally, we analyzed the available data from the CRM.
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