IVR HELPDESK QUEUE
CASE STUDY
Complaint
Management System
Service Management / IVR / Field Dispatch
A comprehensive service management platform that streamlines the entire complaint lifecycle — from customer call registration to issue resolution and customer confirmation. Integrates IVR, helpdesk operations, field service management, and real-time tracking to ensure faster response times, zero missed calls, and complete transparency.
Domain
Enterprise Helpdesk & Dispatch
SLA Commitment
Zero Missed Calls • 100% Tracking
Core Technologies
ASP.NET Core • IVR • Android • PostgreSQL
A live control tower for end-to-end service management.
Organizations managing large customer bases often suffer from fragmented complaint workflows—high call volumes, busy helpdesk agents, manual ticket entry, and delayed field engineer dispatch.
Our Complaint Management System solves this by automating the complete complaint handling process. With intelligent IVR routing, multi-agent mobile call distribution, automatic engineer allocation, and mandatory customer sign-off confirmation, organizations achieve zero missed calls and absolute operational accountability.
Overcoming bottlenecks in customer support and field dispatch.
High Volume of Incoming Calls
Helpdesks face surges in customer calls that overwhelm standard single-line systems and cause frustration.
Missed Calls When Agents Are Busy
Without intelligent rollover routing, customer calls are dropped whenever helpdesk executives are on active calls.
Manual Complaint Registration
Paper or spreadsheet-based complaint logging introduces human error, duplicate records, and slower processing.
Delayed Field Engineer Assignment
Manual assignment to field technicians delays resolution and fails to optimize for location, skill set, or workload.
Lack of Real-Time Status Visibility
Supervisors lack a unified operational dashboard to track whether tickets are pending, in progress, or escalated.
No Customer Confirmation Loop
Tickets were often closed unilaterally without verifying whether the customer was genuinely satisfied with the repair.
Automating the complete complaint handling lifecycle.
COMPLAINT MANAGEMENT SYSTEM
Customer Calls Helpdesk
Customer dials the IVR helpdesk number. Intelligent call routing directs the call to an available executive; if busy, it seamlessly forwards to the next mobile number for zero missed calls.
Complaint Registration
The helpdesk executive records the complaint through a secure web application. A unique complaint ID is generated instantly with automatic SMS/Email acknowledgements.
Automatic Engineer Assignment
Complaints are synchronized in real time with the assigned field engineer based on location, service area, skill set, workload, or availability on their mobile app.
Issue Resolution
The field engineer visits the customer location, updates progress, uploads photos and comments, and closes the ticket via the mobile application.
Real-Time Synchronization
Resolution status is immediately synchronized with the central server. Supervisors and helpdesk teams monitor every complaint through live dashboards and MIS reports.
Customer Confirmation
After ticket closure, the helpdesk executive makes an outgoing confirmation call to verify satisfactory resolution. The acknowledgement is recorded to complete the lifecycle.
SYSTEM ARCHITECTURE & LIFECYCLE PIPELINE
IVR / Helpdesk
Auto Call Routing
Dispatch Portal
(ASP.NET Core)
PostgreSQL DB
Real-Time Sync
Field Engineer App
(Android / SQLite)
TECHNOLOGY STACK & INTEGRATIONS
Driving speed, accountability, and customer satisfaction.
Reduced Response Time
Intelligent IVR and automated engineer assignment cut initial ticket processing time by over 60%.
No Missed Customer Calls
Multi-agent mobile call distribution ensures 100% call answered rates even during peak helpdesk hours.
Faster Complaint Resolution
Real-time dispatch based on location and workload gets the nearest qualified engineer on-site rapidly.
Workforce Productivity
Mobile app check-ins, photo attachments, and digital job closure eliminate paperwork and manual reporting.
Complete Visibility
Supervisors see the real-time status of every ticket from registration through assignment and repair.
Better SLA Compliance
Automated escalation management alerts managers before SLA breach thresholds occur.
Higher Satisfaction
Mandatory confirmation calls ensure no ticket is closed without verified customer satisfaction.
Data-Driven Monitoring
Comprehensive MIS reports and an immutable audit trail support continuous performance optimization.
Live NOC dispatch & mobile field workflows.
CMS Analytics & Complaints Dashboard
Real-time Haryana PDS Complaint Management System dashboard showing district-wise monthly complaint volumes, ticket status breakdown, and top complaint categories.
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