Customer Relationship Management System (CRM)

Project Name:	Customer Relationship Management System (CRM)

Project Owner:	Hazrat Shahjalal International Airport (HSIA)
Description:	Swapnoloke has successfully delivered a comprehensive Customer Relationship Management (CRM) system tailored for Hazrat Shahjalal International Airport (HSIA). This solution is a critical digital milestone in modernizing airport customer service operations, enabling seamless communication, real-time issue tracking, and efficient coordination across departments. The CRM system was designed to address the diverse nature of inquiries, complaints, and service requests that arise daily at a major international airport. The software consolidates call center functionality, coordination workflows, reporting tools, and stakeholder communication into one integrated platform.
Features:	Advanced Call Logging Every interaction is meticulously logged with details such as caller ID (MSISDN), ticket number (auto-generated), date/time, customer identity (including NID/Passport), issue type (general, arrival, departure), and remarks. Flight-specific fields allow for contextual handling of travel-related issues. Ticketing & Coordination Workflow A smart routing engine enables the CRM to: Assign tickets to relevant team members, Forward issues to internal units, Engage external stakeholders for updates, Close resolved issues or update the customer with ongoing status. Multi-Channel Integration The system interfaces with: Web Portals (for online queries), Bulk SMS and Email APIs (for communication), Chatbots and FIDS (Flight Information Display System), enabling automated updates and real-time flight-linked support. Robust Reporting Module From flight-based queries to country-specific concerns, the CRM generates: Daily, weekly, monthly, and annual summary reports, Status-based dashboards, Priority matrix reports, Airline and issue-type-specific analytics. Visual Process Flow & Interface The CRM process, as illustrated in the workflow diagram on page 3, begins with complaints via call center/web/authority channels, processed through the CRM, and routed to coordination teams. The call log interface is user-friendly and allows for full data entry, issue tracking, and historical lookup of customer interactions. Impact With this CRM solution, HSIA now enjoys faster response times, improved stakeholder coordination, and actionable insights into passenger service trends. The system significantly reduces manual dependency, boosts accountability, and positions HSIA as a technology-forward airport authority committed to exceptional customer service. This project reflects Swapnoloke's commitment to delivering domain-specific enterprise solutions that bridge operational challenges and digital innovation.

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