Service

Complaints Handling

Drowning in a flood of complaints and not sure what your service technicians are working on right now? The Service module fully digitises complaint handling, from logging the case, through trip planning in the calendar, to profitability settlement for each job. Built-in AI algorithms automatically generate ready-made customer responses based on your guidelines and templates.

See the screens

Complaints Handling — module screens in Process App

Input: Qualified complaint
Flow: Complaint → repair order → closure and customer notification
Output: Closed complaint with a decision

Who works here

Service consultant, Service technician

Benefits

What changes in the company after the rollout

A qualified complaint proceeds to repair, replacement or rejection. The customer is informed at every stage.

Full cost control

Analyse the profitability of every job by verifying generated revenue and net profit.

Worktime optimisation

Quickly assess technician workload and plan trips to avoid schedule clashes.

Faster communication

Shorten response times to complaints thanks to message previews and ready-made templates.

Reduced fleet downtime

Receive early alerts about expiring vehicle documents to avoid logistics disruptions.

Process transparency

Track complaint statuses from initial receipt through to the generated service report.

System screens

How this process looks in Process App

Zrzuty pochodzą z działającego systemu — kliknij, aby powiększyć.

Service screen — Dashboard showing a summary of module data, tiles with order and reaction time statistics, alerts and trend charts.

Complaints list screen in the Service module, showing a table of cases with detailed attributes such as priority, status, validity and category.

Service calendar screen with an open modal window for adding a new service job, containing a form for assigning technicians, dates, order numbers and job details.

Complaints list screen with an open “Reply to customer” modal window, showing an email creation form using the AI generator and a preview of the ready message.

Service jobs list screen with an open job details modal window, showing data on dates, technicians, costs, reports, photos and profitability balance.

Main dashboard screen of the Service module showing an overview of operational data using charts, indicators and lists.

Features

What exactly you get

Interactive service calendar

Add new jobs, assign technicians, define timeframes and link related order numbers.

Complaint case management

Browse the list of cases by priority, status, validity and category.

Job details card

Keep all information on costs, used parts, photos and reports in one place.

Reaction time monitoring

Track time-to-report, time-to-contact, time-to-response and time-to-completion KPIs.

Advanced data filtering

Analyse monthly trends and breakdowns of jobs by status and country using clear charts.

Artificial intelligence

What AI does for you in this process

Email content generation

AI creates ready-to-send customer responses based on selected templates and your guidelines.

Chat-based editing

AI analyses your text instructions and automatically adjusts the generated message content.

Saving responses

AI lets you save the generated and approved content as the official complaint response with a single click.

Module description

The process from start to finish

Manage the entire complaint handling process from one place using a clear Dashboard and Kanban view. Plan team work in the service calendar by assigning a lead technician, accompanying staff and required materials to each visit. Continuously monitor response times, technician workload and expiring vehicle documents to avoid downtime. Verify every job in detail, including used parts, photo documentation and generated service reports in PDF format. Control profitability by checking revenue and net profit for every completed repair. Search the complaint database by number, title or customer data to instantly find the information you need and trigger the right actions.

See this process on your own data

We will walk you through the “Complaints Handling” module using your company as the example — the input, the flow and the end result in Process App.

Other modules

Explore the remaining system modules