Automated Complaint Tracking System for ISPs
Reduce downtime with an automated complaint tracking system for ISPs. Manage support tickets, track technician performance, and monitor SLAs with NowaCRM.
Quick answer
A slow response to subscriber complaints is the fastest way to lose customers. To maintain high service levels, ISPs need a robust complaint tracking system that automates ticket assignment, monitors resolution times, and provides real-time updates to subscribers. NowaCRM features an enterprise-grade helpdesk and ticketing module built specifically for the broadband industry.
Multi-Channel Ticket Capture & Assignment
Let your subscribers raise complaints where they are most comfortable. NowaCRM captures tickets from the subscriber portal, mobile app, and even via automated SMS/WhatsApp triggers. Once a complaint is received, our intelligent routing engine can automatically assign the ticket to the right department or field technician based on the issue type and location.
SLA Monitoring & Escalation Management
Ensure every complaint is resolved within your promised timeline. Define custom Service Level Agreements (SLAs) for different issue categories (e.g., "No Internet" vs. "Slow Speed"). If a ticket is not resolved within the SLA window, the system automatically escalates it to the supervisor, ensuring that no subscriber is left waiting.
Frequently Asked Questions
Can subscribers track their complaint status?
Yes, subscribers can view live ticket status, technician details, and resolution history directly through the NowaCRM mobile app or subscriber portal.
Does it support photo attachments for fault reports?
Yes, both technicians and subscribers can upload photos to support tickets, helping in faster diagnosis and providing proof of resolution.
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