Group 12 - Use Case - Complaint To Closure - Banking

Use Case Version 1.
Use Case
Complaint to Closure: A CRM Solution

for Banking Industry.
Prepared By:
Group 12
Sameer Sharma (09BM8044)
Sujit Kumar Singh (09BM8054)
Pawan Giri (09BM8070)
Shilpa Gautam (09BM8085)
Use Case Version 1.0
Table of Contents
1) Description
2) Scope
3) Stakeholders
4) Actors & Goals
5) Usage scenarios
5.1 Costumer logs a complaint for specific banking product.

5.1.1 Goal / Context
5.1.2 Scenario / Steps
5.1.3 Extensions
5.1.4 Technologies / Requirements
5.2 Email notification sent to customer service agent when complaint is
logged for specific product.
5.2.3 Extensions
5.3 Email notification sent to customer service agent when complaint is
logged for specific product.
5.3.3 Extensions
5.4 Agent takes action on the complaint
5.4.3 Extensions
5.5 Manager will track the complaints
5.5.3 Extensions
5.6 Email notification sent to customer service agent of exceeding the limit
of outstanding complaints
5.6.3 Extensions
5.7 Customer will check the status of the complaint.
5.7.3 Extensions
Comprehensive Use case Diagram
Comprehensive Use Case Diagram

1) Description
A Bank wants to offer the basic Complaint to closure system to its customers.
Bank has a fixed number of financial products that are offered and customer may
have some complaints against some of the products they had bought. This CRM
system will give customers the ability to log complaints and depending upon the
item, complaint will be forwarded to concerned customer service agent for further
action.
Costumers are provided with Web interface where they can log and track the
progress of the complaint regarding a particular financial product of the bank.
Agents are for addressing the complaints, each for specific product category are
provided with interface to perform actions on the complaints logged and close the
complaints.
The manager is given interface to track the status of complaints or to edit them.
The Manager can also generate the reports to analyze the progress made by the
agents under him i.e. how many complaints have been filed against each product,
how many complaints are still outstanding and for how long.
2) Scope
In this scenario we have given access to customer for lodging complain and track
the progress of it.
To the agent (customer service agent) the system provides the facility to see the
open complains and close them after working on it.
To the manager, this system provides the advantage of viewing the reports of all
agents under the manager, about the open complains.
3) Stakeholders
Customer: Logs the complaint in the system for specific financial product item
and triggers the process of complaint management.
Agent: Manages the complaints assigned to him. Takes appropriate action on the
complaint assigned and closes the complaint.
Manager: Tracks the progress of complaint registered by customers. Keeps track

of how many complaints have been filed against each product and for each agent,
how many complaints are still outstanding and for how long for each agent.
4) Actors & Goals
Consumer: Easy mechanism to log complaints, and easy follow up (tracking) of

the progress.
Agent: Provide Customer satisfaction, complaints resolution.
Manager: Managing the problem / complain tackling system by controlling the

flow of work progress.
5) Usage scenarios
The following use cases describe how a customer would log a complaint; customer
service agent will resolve the complaints assigned to him depending upon product
category and manager will track and check the status of all the complaints. It also
encompasses the the method to track the progress in the registered complain.
Customer Use Case
The system is started up when the operator turns the operator switch to
the "on" position. The operator will be asked to enter the amount of
money currently in the cash dispenser, and a connection to the bank will
be established. Then the servicing of customers can begin.
Name
Residence
Status
Complaint/
Feedback
Address
E-mail New
Address Complaint
City
Mobile
number
Country
Residence
Number
New Complaint Use Case Diagram

5.1 Costumer logs a complaint for specific product
The user logins into the CRM complain system. The user provides its details,
chooses the specific financial product and writes the description of the problem.
1. The customer is presented with a form to fill in the complaint details to

provide the customer service agent with details about the specific product
category, product and product type along with his details and problem.
2. The user submits the information to the log the complaint.
3. Customer gets an email when the complaint is successfully registered.
4. The specific agent will get a system generated email when new complaint is
logged.
5.1.3 Extensions
If proper data entries are not found like mandatory fields missing, the user should
alerted about the important field being filled with invalid entries.
Discovery technology: used by the customers to log complaints.
Description language: used by the company to describe their customer complaint

services to the users.
Ontology: the complaints filed by each costumer need to be assigned to specific

service agent depending upon the item selected.
5.2 Email notification sent to agent when complaint is logged for specific
product.
After the user has filled the complaint form, as soon as he clicks on the submit
button, a mail is triggered to the agent informing him about the complaint.
2. A mail is triggered to the agent informing him about the complaint
3. The agent will proceed to take necessary action on the complaint
5.2.3 Extensions


5.3 Email notification sent to Customer when complaint is logged for specific
product.
After the user has filled the complaint form, as soon as he clicks on the submit
button, a mail is triggered to the Customer informing him about the complaint.
2. A mail is triggered to the agent informing him about the complaint
3. The agent will proceed to take necessary action on the complaint
5.3.3 Extensions


Agent Use Case
Agent
Agent
Name
ID
Comments Outstanding
Complaints
Agent
Status
Customer
Name
5.4 Agent takes action on the complaint
When the agent logs in, he is directed to the page where he can see all the open
complaints on his name. Agent will acknowledge the complaint by putting it in
“WIP” state and will start working on it.
1. The customer agent logs in and sees all the complaints assigned to him.
2. The customer service agent is directed to the manage complaint.
3. The customer service agent puts the complaint in “WIP” status.
4. The customer service agent will take necessary action on the complaint
5.4.3 Extensions
Discovery technology: used by the customer service agent to acknowledge

complaints.
Description language: used by the customer service agent to describe their

customer complaint services to the users.
Manager Use Case
Manager
Outstanding All
Complaints Complaints
Category Status
5.5 Manager will track the complaints
The manager has access to all the complaints and can generate the report for the
complaints pending for each agent, and can see the status and progress of work on
various complaints.
1. The manager will login to the application.
2. The manager generates report for the pending complains.
3. The manager can see all complaints and can monitor the progress.
5.5.3 Extensions
Discovery technology: used by the manager to track complaints.

services to the managers.
5.6 Email notification sent to Manager and agent of exceeding the limit of
outstanding complaints
If the number of outstanding complaints assigned to a customer service agent

exceeds a specified number, an email is triggered to manager and him informing
him about the same.
1. The number of outstanding complaints assigned to a customer service

agent exceeds a specified number.
2. An email will be triggered to the agent and manager informing him about
this.
3. The customer service agent will click on the link provided in the mail.
4. The customer service agent will take necessary action to reduce the
complaint count
5.6.3 Extensions
Discovery technology: used by the customer service agent to track complaints.

services to the
Complaint Status Check Use Case
Complaint
Number
Complaint
Status
Comments Current
Status
5.7 Customer will check the complaint status.
The customer can access the system to check the status of the complaint by
entering the complaint number on the system.
1. The customer will login to the application.
2. The customer enters the complaint number to check the ststus of that
particular complint.
3. The customer will see the status of the complaint.
5.7.3 Extensions
Discovery technology: used by the manager to track complaints.

services to the managers.

Group 12 - Use Case - Complaint To Closure - Banking

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Use Case Version 1.

Complaint to Closure: A CRM Solution

5.1 Costumer logs a complaint for specific banking product.

Comprehensive Use case Diagram

Comprehensive Use Case Diagram

Manager: Tracks the progress of complaint registered by customers. Keeps track

4) Actors & Goals

Consumer: Easy mechanism to log complaints, and easy follow up (tracking) of

Agent: Provide Customer satisfaction, complaints resolution.

Manager: Managing the problem / complain tackling system by controlling the

Customer Use Case

New Complaint Use Case Diagram

5.1 Costumer logs a complaint for specific product

5.1.1 Goal / Context

5.1.2 Scenario / Steps

1. The customer is presented with a form to fill in the complaint details to

2. The user submits the information to the log the complaint.

3. Customer gets an email when the complaint is successfully registered.

5.1.4 Technologies / Requirements

Discovery technology: used by the customers to log complaints.

Description language: used by the company to describe their customer complaint

Ontology: the complaints filed by each costumer need to be assigned to specific

5.2.1 Goal / Context

5.2.2 Scenario / Steps

1. The user submits the information to the log the complaint.

2. A mail is triggered to the agent informing him about the complaint

3. The agent will proceed to take necessary action on the complaint

5.2.4 Technologies / Requirements

Discovery technology: used by the customers to log complaints.

Description language: used by the company to describe their customer complaint

Ontology: the complaints filed by each costumer need to be assigned to specific

5.3.1 Goal / Context

5.3.2 Scenario / Steps

1. The user submits the information to the log the complaint.

2. A mail is triggered to the agent informing him about the complaint

3. The agent will proceed to take necessary action on the complaint

5.3.4 Technologies / Requirements

Discovery technology: used by the customers to log complaints.

Description language: used by the company to describe their customer complaint

Ontology: the complaints filed by each costumer need to be assigned to specific

Agent Use Case

5.4 Agent takes action on the complaint

5.4.1 Goal / Context

5.4.2 Scenario / Steps

2. The customer service agent is directed to the manage complaint.

3. The customer service agent puts the complaint in “WIP” status.

5.4.4 Technologies / Requirements

Discovery technology: used by the customer service agent to acknowledge

Description language: used by the customer service agent to describe their

Manager Use Case

5.5 Manager will track the complaints

5.5.1 Goal / Context

5.5.2 Scenario / Steps

1. The manager will login to the application.

2. The manager generates report for the pending complains.

5.5.4 Technologies / Requirements

Discovery technology: used by the manager to track complaints.

Description language: used by the company to describe their customer complaint

5.6.1 Goal / Context

If the number of outstanding complaints assigned to a customer service agent

5.6.2 Scenario / Steps

1. The number of outstanding complaints assigned to a customer service