Complaint Management System
Efficient complaint handling with intelligent routing, SLA management, and customer satisfaction tracking.
Turn Complaints Into Opportunities
Every complaint is a chance to improve. Our CMS provides a structured, transparent, and efficient system for capturing, tracking, and resolving complaints — whether they come from citizens, customers, or internal teams.
With intelligent routing, SLA enforcement, and real-time analytics, organizations can ensure no complaint falls through the cracks. Built-in satisfaction surveys close the feedback loop and drive continuous improvement.
70%
Faster resolution time
90%+
SLA compliance
50%
Fewer repeat complaints
4.5/5
Avg. CSAT score
Resolve Issues Faster, Retain Trust
Every feature is designed to shorten resolution times, improve accountability, and boost customer satisfaction.
Multi-Channel Intake
Capture complaints from email, web forms, phone, WhatsApp, and social media into a unified ticket queue.
Intelligent Auto-Routing
AI-powered routing assigns tickets to the right department and agent based on category, priority, and workload.
SLA Management
Define response and resolution SLAs per category and priority. Automatic escalation when deadlines approach.
Satisfaction Surveys
Automated CSAT surveys after ticket resolution to measure customer satisfaction and identify improvement areas.
Knowledge Base Integration
Surface relevant articles to agents while resolving tickets and offer self-service solutions to customers.
Response Templates
Pre-built and customizable response templates for common complaints to ensure consistent and fast replies.
Performance Analytics
Track resolution time, agent performance, complaint trends, and category distribution with real-time dashboards.
Field Team Mobile App
Field agents can view, update, and resolve tickets on-the-go with photo attachments and location tagging.
Complaint Management Across Sectors
Government Grievance Portals
Handle citizen grievances with transparent tracking, department-wise routing, and compliance with CPGRAMS and state-level mandates.
Utilities & Telecom
Manage service complaints for electricity, water, internet, and telecom with SLA tracking and field crew dispatch.
Banking & Insurance
Track customer complaints with regulatory compliance (RBI/IRDAI), escalation matrices, and ombudsman integration.
E-Commerce & Retail
Handle order issues, refunds, and product complaints with automated workflows and customer satisfaction monitoring.
Never Miss a Complaint Again
See how CMS can transform your complaint resolution process and improve customer satisfaction scores.