Complaint Management

Our Complaints Management module improves operational efficiency and boosts customer satisfaction. It enables to quickly and accurately respond to customer service requests and complaints.
Explore Features
ticket
Trouble Ticket Management

Enables Service Providers to open Trouble Tickets (TT) against customer complaints and assign it to Service delivery Engineers.

FEATURES LIST

1

Supports multiple channels for TT creation like
  • Email
  • IVR
  • Mobile App etc.
  • Self Care Portal

2

Ability to assign tickets
  • Automatically
  • To Department
  • To individuals

3

Re-Assign Tickets to another department or engineer

4

Single View of all tickets with status

5

Ability to collect feedback from customer

6

Easy Search of TT using account name / mobile number / username / email/ complaint no/Franchise Name / Date Range / Added by etc.

7

Supports multiple attachments during opening of a Trouble Ticket

8

Snapshot view of customer details with the call center executive before opening the ticket
SLA's & Escalation Matrix
SLA's & Escalation Matrix

This module helps in configuration of escalation rules after which complaints are escalated to the next level automatically, helps keep a tap on breach of Service Level Agreements.

FEATURES LIST

1

Supports defining of multiple escalation levels - L1 , L2 , L3 , L4

2

Define timeline against every level for breach of SLA’s

3

Configuring alerts and notifications for triggering of email and SMS to line managers and seniors upon SLA breaches

4

Allows adding of emails/users in escalation matrix
notification-rules
Notification Rules

This module helps in setting the workflow for informing the concerned team or individuals for smooth handling of Complaints.

FEATURES LIST

1

Configure Workflows to handle Tickets to be notified to individual or individuals

2

Ability to set rules for notification through multiple channels like SMS , Email or Mobile App
reports-and-dashboard
Reports & Dashboards

Complaint Management System is not enough for the Service Providers . It is important to have the facility to analyze the complaints easily . This module helps managers and management teams to understand the service quality , level of customer satisfaction and take corrective actions.

FEATURES LIST

1

The Module provides reports on tickets which are in below mention status :
  • Open
  • In Progress
  • On Hold
  • Resolved
  • Closed

2

It also has an easy to understand color based ticket dashboard for faster identification of tickets which are going to breach SLA or have already breached SLA’s.

3

Top & bottom performing on-field engineers

4

Tickets opened and closed based on Franchisee , Branches etc.

Suggested Reads

Iconwave Blog

Case Studies

22, May,2020
Why you need an integrated solution to be a successful ISP
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