Complaint management
A customer calls because something has stopped working. Your office needs to capture the issue, choose who will handle it and know what happened after the visit. KaryaFlow connects that request to a technician job your team can follow.
Opens WhatsApp so you can request a walkthrough; it does not book a meeting automatically.
The short answer
Complaint management software gives the office a shared record of a customer issue and the work needed to resolve it. In KaryaFlow, the office can enter the issue as a service job, assign a technician and review the job as work progresses. Recording the complaint is the first step; the technician's visit and the office's final review are separate actions.
The office handoff
A customer says the AC stopped cooling yesterday. The coordinator writes the address in a notebook; the technician gets a short message, but the office cannot find the model or the latest update when the customer calls again. A shared job record gives each person the same starting point: the issue, the site, the assigned technician and the work status.
Five practical steps
The steps below show one office-led process. Your own job fields and work-status names may be configured differently.
The office enters the customer's issue as a service job. It can keep the description, customer, address and priority together instead of leaving the details in a call log.
Select an existing customer and service address. When the equipment is already recorded, link the affected unit so the technician can identify what needs attention.
The office assigns a technician and a service date. A job can remain unassigned while the team decides who should take it; the assignment can be changed later.
The technician opens the assigned job on a phone and adds relevant notes, photos, checklist results or parts used for that visit.
The office reviews the job record and its work status. If the customer needs another visit or a part is still required, the team records the next step in its configured workflow.
See the office entry, technician handoff and review with the fields your team uses.
What each person needs
The coordinator can enter a job title and description, choose a customer and address, and set a priority. Phone calls and WhatsApp messages can both be entered manually. Existing job data can also be brought in through a CSV import; confirm the fields before importing a large file.
For repeat work, select the customer and the relevant service address. If the machine already has a record, the job can reference that equipment. The customer asset management page explains how equipment, AMC coverage and earlier visits fit together.
The office can leave the job unassigned until a technician is chosen, then assign or reassign it. Work statuses are configurable, so a team can distinguish work awaiting a visit from work that needs a part or office review. Ask to see your own status sequence in the demo.
On the phone, the technician can open the assigned job, check the customer and site, and record the visit with notes, photos, a job checklist or parts where applicable. Explore the technician mobile app for the wider daily workflow.
The office can check the technician's work details and the current work status. A completed visit may still need a customer follow-up, another visit or a billing step. The work order management page covers the deeper job-to-completion process.
A WhatsApp or website enquiry does not need to be lost in a separate inbox: an office user can enter the service job. Automated WhatsApp complaint intake and website booking are separately scoped services, so confirm the setup and messaging charges for the channels you want.
Fictional example
A customer phones to say an AC is running but not cooling. The coordinator creates a job, selects the customer and service address, and describes the fault. The office assigns a technician. After the visit, the technician adds findings and a photo to the job; the coordinator reviews that record and decides whether another action is needed.
This example shows the handoff. It does not assume an automatic resolution, stock movement or customer notification.
Cooling complaint
Different service teams
The details a technician needs will change with the service. Keep the customer issue and field result together, then configure the job steps around your team.
Record the fault and service address, assign a technician, then review the visit notes before deciding whether the repair needs a part or another visit.
Check the customer and equipment record when available, so the next service visit starts with the right product and previous work in view.
Keep the site and affected equipment with the job. A technician can record what they checked on site, while the office follows the service status.
When a complaint starts in an OEM system, have the office enter or import the required job details. Confirm the data fields and handoff; this page does not assume a direct OEM integration.
Before you choose
Bring one recent complaint and ask the team to follow it all the way through. The useful questions are about the handoffs, not a long feature list.
Read the complaint-register guideDifferent process?
Some service centres need different fields, status stages or approval steps. KaryaFlow supports configurable work statuses. Tell us how your process works, and we'll review any changes it needs as a separate scope.
Common questions
It gives the office a record of a customer issue and a way to assign and follow the service work. In KaryaFlow, the field work is managed through a job record with customer, site, technician and work status details.
Yes. An office user can enter a request received by phone or WhatsApp as a service job. Automatic WhatsApp intake is a separately scoped service; receiving a message alone does not automatically create a core KaryaFlow job.
Yes. A job may start without an assigned technician. The office can assign or change the technician later and review the current assignment in the job record.
KaryaFlow keeps jobs with customer records, and equipment can be linked to a job when it has been recorded. Open the customer or equipment history to review earlier visits before deciding the next action.
The office can review the first visit, record the next action and arrange further work. Work-status names and required steps can vary by the service centre's configuration, so check the exact revisit process in your demo.
The technician can open assigned work and add visit information such as notes, photos, checklist results and parts used when those steps are part of the configured job.
KaryaFlow supports configurable work statuses. If your team needs different fields or steps, discuss the process with us so we can confirm the required changes and scope.
See the handoff
Bring one example complaint to the demo. We'll show how your office can record it, assign the work and review the visit.
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KaryaFlow