One system of record for service operations
CSMS replaces spreadsheets, WhatsApp threads, and disconnected trackers with a single, configurable platform that covers the full complaint lifecycle — from registration to resolution to customer feedback.
Configuration, not customization
Tenant admins configure the complaint form, activity types, SLA rules, and feedback questions directly — no engineering work per customer. Every tenant runs on the same codebase with its own data, forms, and branding.
A real lifecycle, not a status field
Complaints move through an explicit state machine — registered, assigned, acknowledged, in progress, rescheduled, completed, closed — with every transition validated server-side, attributed to an actor, and recorded in an audit trail. Reopening a closed case is a controlled, authorized action, not an edit.
SLA visibility before it's too late
Response, engineer allocation, first-visit, resolution, and feedback SLAs run as independent clocks per complaint, with configurable warning thresholds so a manager sees risk while there's still time to act — not after a customer complains about the complaint.
Feedback without friction
Every completed complaint generates a secure, single-use link. Customers answer a short, tenant-branded form on their phone — no account, no app, no password.
Isolation you can verify
Every tenant's data, users, and configuration are isolated and enforced on the server — not just hidden in the interface. Role-based access is checked independently on every request.