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Complaints 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.

Trouble Ticket Management

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

  • Supports multiple channels for TT creation like Email , IVR , Mobile App etc.
  • TT allocation : Category & Sub -Category Wise
  • Re-Assign Tickets to another department or engineer
  • Single View of all tickets with status
  • Ability to collect feedback from customer

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.

  • TT allocation : Category & Sub -Category Wise
  • Re-Assign Tickets to another department or engineer
  • Single View of all tickets with status

Notification Rules

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

  • Configure Workflows to handle Tickets to be notified to individual or individuals
  • Ability to set rules for notification through multiple channels like SMS , Email or Mobile App

IVR Integration

Our Solution can be easily integrated with any 3rd party IVR system . Using these IVR , Service Operators can reduce the overall time to allocate the call to the right call center executive .

  • Multiple Denomination Voucher Generation
  • Set Expiry Date
  • Assign Vouchers to Franchise
  • Export/ Import Vouchers in xls and csv format

Reports & Dashboards

Complaint Management System is not enough for the Service Providers . Important is to have the facility to analyse the complaints easily . This module helps managers and management team to understand the service quality , level of customer satisfaction and take corrective actions. The Module provides dashboard and analytics on :

  • Complaints registered
  • Un-resolved Tickets
  • Top and bottom performing on-field engineers
  • Region wise tickets opened etc.

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