Geolink developed a custom business web application for the Automobile and Motorcycle Association of Serbia Customer Service Center, combining customer communication, inquiry management and a centralized knowledge base of procedures and answers.
About the project
The Automobile and Motorcycle Association of Serbia consists of multiple departments providing a wide range of services, which previously made it difficult for customers to determine the correct department for a particular question or problem.
A dedicated Customer Service Center was established as a central communication point between AMSS and its customers, while Geolink developed the business web application supporting the daily work of the center's operators.
The application provides customer communication records, inquiry and issue management, access to a searchable database of predefined procedures and possible answers, and tracking of the entire customer request resolution process.
Challenge
AMSS consists of several organizational units and departments responsible for different services. Customers previously contacted different email addresses and telephone numbers, and it was not always clear whether a question had reached the appropriate department or whether the customer had received the required information.
The wide variety of inquiries created an additional challenge, as operators needed to quickly determine the relevant area, identify the appropriate procedure and provide accurate information to the customer.
The objective was to centralize communication and provide operators with a single system containing standardized procedures and answers, eliminating the need to search multiple information sources or redirect customers between departments.
Our solution
Geolink developed a centralized web application designed for the everyday operations of the AMSS Customer Service Center.
When a customer contacts the center by telephone, the operator records the customer's details and information about the question or issue. Based on the type of inquiry, the operator can search a database of predefined categories, procedures and possible answers to find the information required to resolve the request.
This gives operators access to customer information, communication history and a structured knowledge base from a single interface, helping them respond quickly and consistently to a wide range of questions.
Communication takes place by telephone and email. Email communication is integrated directly into the application, allowing messages to be received, recorded and sent through the system while reducing manual work and the use of separate email accounts.
The application therefore combines customer communication, internal knowledge and operator workflows into a single business process.
Scope & features
Design & technology
The application was developed as a custom business web system tailored to the specific processes of the AMSS Customer Service Center.
A central database connects customers, inquiries, categories, procedures, answers and communication history, giving operators access to all information required for their daily work from a single system.
A key component is the structured knowledge base containing predefined procedures and possible answers. The knowledge base can be continuously expanded and updated as new customer questions arise or internal AMSS procedures change.
Email communication is integrated directly into the application workflow, enabling automated recording of incoming and outgoing messages and linking communication with the appropriate customer request.
AMSS received a centralized platform allowing its Customer Service Center to manage communication regardless of which department is ultimately responsible for the customer's question.
Operators no longer need to rely on multiple disconnected sources of information. The centralized database of procedures and answers enables them to quickly locate relevant information and provide customers with appropriate responses.
At the same time, every interaction remains recorded in the system, providing a complete history of customer communication and the processing of individual issues.
The application became an everyday operational tool for the Customer Service Center and demonstrates how custom business software can combine organizational knowledge, customer communication and internal procedures within a single platform.