Every service call logged, assigned, tracked against its SLA and closed with proof — so nothing is lost between the phone call and the technician.
A customer calls. Someone writes it on a pad or posts it in a group. A technician may or may not see it. Three days later the customer calls back angry, and nobody can say what happened in between — who took the call, who was assigned, whether anyone went. The complaint was never lost exactly; it was just never anywhere.
The fix is not a bigger group chat. It is having one place where a complaint exists as a record with an owner and a due time.
Most SLA reporting tells you what you already know: you missed it. Alerts on jobs approaching their deadline are the version that changes an outcome, because there is still time to reassign or call the customer before the breach rather than apologise after it.
The same fault reported twice usually means it was not fixed the first time — but only if someone can see the first visit. Complaint history sits against the customer and the site, so the second technician arrives knowing what the first one did rather than starting over.
A tracking link lets the customer see who is assigned and when they are coming, which removes most "where is your engineer" calls from your office. For a complaints desk, that is often the largest single reduction in inbound calls.
Complaint handling is the field service module applied to reactive work rather than planned jobs, using the same dispatch board, technician app and reporting. Businesses running AMCs typically handle both from one place: scheduled visits and the calls that come in between.
How is this different from a shared WhatsApp group?
A group has no owner, no due time and no record. A complaint here has an assignee, an SLA and a history, so 'what happened with that call' has an answer rather than a scroll.
Can we set different response times for different customers?
Jobs carry due times and SLA alerts flag those at risk before the deadline, which is what lets you honour a tighter commitment for contract customers than for walk-in calls.
Does the customer get updates?
You can share a tracking link showing who is assigned and when they are expected, which is usually where a complaints desk sees the biggest drop in inbound calls.
Can we see repeat complaints from the same customer?
Yes. History sits against the customer and site, so a second visit for the same fault starts with what the first technician did instead of from scratch.
Does it work for both complaints and scheduled maintenance?
Yes — reactive complaints and scheduled AMC visits run on the same board, which matters because they compete for the same technicians on the same day.