Quick Summary  

Company Overview: IIT Madras is the No.1 Engineering Institute in India. It is known for research and educational excellence. It runs a campus that is as huge as a township. They manage thousands of residents and vendors for various services like maintenance, catering, upkeep, and repairs, etc.  

Challenge: There was no proper tool to track complaints. The service requests were maintained and followed up on manually. Residents had no clarity about the status of their requests. The intimations to contractors were getting delayed, and staff didn't know and had no reliable source to see any insights about the status.  

Solution: CRM Doctor built a complaint management CRM with mobile and web access. It gave residents, contractors, and the Engineering Unit one platform to work on. Now everyone can log issues, track them, and close them with proper approvals.  

Impact: The solution helped to achieve faster resolutions and more accountability and improved visibility for both residents and vendors.  

Key Outcome: A transparent and reliable system was implemented that transformed the complaint management of the facility.

About the client  

IIT Madras was established in 1959. It’s a Top-ranked Technical Institute, and that is the reason it is most sought after by engineering students. It functions like a small city. The Engineering Unit is responsible for maintaining the services like electricity, buildings, housing, plumbing etc. Their challenge was less about academic excellence and more about keeping day-to-day life smooth for thousands of people.