June 29th, 2009 by Jayaraj
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Last week we signed off a complex process automation project of handling customer complaints with Airline major Oman air. This project is supposed to bring in accountability and expected to reduce the cycle time by more than half in closing a customer complaint.
The challenge as well as the opportunity here is to continuously improve the process to attain maximum efficiency and better customer relations.  This demands architecture of flexibility, which was one of the key areas we were focusing from the starting of the project.

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