# Abstract

## User:

**Users** are the essential factor in the organization. The customer may feel dissatisfied with the service when he or she receives the delay of services and they do not know the channel for filing the complaint, and also the current complaint handling in the organizations still has the problems. Therefore, we, developers of this project implemented the BSmart Complaint Management System (CMS) consisting of the web application, for solving the customer’s dissatisfaction issue.

## CMS

Furthermore, the CMS has the service for classifying the complaint, then automatically direct to the responsible Skillman, and the service for finding the similar complaint to avoid submitting the duplicate complaint. The test result shows that this system is able to reduce the time and procedures for complaint handling, increase the channel for filing the complaint, and increase the channel for progress reporting and tracking the status of the complaint.
