Every complaint logged, routed and closed on the record
Ezitech Complaint Management pulls every channel into one queue, routes each issue to the person who can actually fix it, holds an SLA clock over it, and leaves an audit trail a regulator or a board will accept.
- Every channel into one queue
- SLA clocks that escalate themselves
- Root cause recorded, not just the fix
Running in banks, telecoms, utilities, hospitals, government departments and service businesses
Complaints don’t damage a business. Unanswered ones do.
The complaint that reaches a regulator is rarely the worst one you received. It’s the one nobody replied to.
Every channel is its own island
A complaint arrives by phone, email, Facebook, WhatsApp and a walk-in. That’s five queues, five owners, and one increasingly angry customer telling the same story five times.
The clock starts when somebody notices
Without an SLA that runs on its own, urgency depends entirely on who happened to read the message and how busy their morning was.
The same complaint keeps coming back
Tickets get closed without a cause being recorded, so nothing upstream ever changes and next month’s queue fills up with the same three problems.
One queue, one clock, one record per complaint.
Every channel feeds a single queue. Each ticket is categorised, routed to the team that can actually resolve it, and placed under an SLA clock that escalates without being asked. Closure requires a root cause. Which is what turns a service desk into a diagnostic instrument instead of a treadmill.
Nine modules from first contact to corrective action
Intake, routing and SLA are the working core. Root cause and quality reporting are what stop the queue refilling.
Omnichannel Intake
Phone, email, web form, WhatsApp, SMS, social media and walk-ins all creating tickets in one queue, with duplicates merged against the same customer.
- Email & web
- Social
- Walk-in
- Deduplication
Categorisation & Routing
Rules that read category, product, region and severity and send a ticket to the right team first time, instead of after two hand-offs and a day lost.
- Auto-categorise
- Skill routing
- Region rules
- Round robin
SLA & Escalation
Response and resolution clocks per category and priority, pausing while you legitimately wait on the customer, escalating before a breach rather than reporting it after.
- Response SLA
- Resolution SLA
- Pause rules
- Auto-escalate
Agent Workspace
One screen carrying the customer’s full history, related tickets, canned responses and internal notes, so an agent isn’t searching four systems mid-call.
- Customer history
- Canned replies
- Internal notes
- Merge
Escalation & Approvals
Tiered escalation with named owners, management visibility on ageing tickets, and approval gates for goodwill credits or compensation.
- Tier 1 / 2 / 3
- Ageing view
- Goodwill approval
- Ownership
Root Cause & Quality
Mandatory cause coding at closure, Pareto analysis of what actually drives volume, and corrective actions tracked through to completion.
- Cause codes
- Pareto
- Corrective actions
- Recurrence
Feedback & CSAT
Automatic survey on closure, satisfaction and resolution-quality scoring per agent and per category, with reopen rates tracked honestly.
- CSAT survey
- Reopen rate
- Agent scoring
- Trend
Compliance & Audit
Regulator-format registers, retention rules per category, complete history per ticket, and exports that hold up under inspection.
- Regulator register
- Retention
- Audit export
- Immutable log
Dashboards & Reports
Volume, backlog, SLA attainment, first-contact resolution, ageing and team performance. Scheduled to the people actually accountable for them.
- SLA attainment
- Backlog
- First contact
- Ageing
Three things that decide whether a service desk earns its cost
Logging complaints is table stakes. These three are what turn the log into fewer complaints.
Five channels, one queue, one customer
A complaint that arrives on WhatsApp, then by email, then in person is one ticket rather than three. Channels feed a single queue, duplicates merge against the customer record, and the agent sees everything that person has ever raised on one screen.
The clock starts on arrival, not on attention
Every ticket carries a response and a resolution clock set by its category and priority. The clock pauses while you are legitimately waiting on the customer, escalates to a named owner before a breach, and the breach report becomes a fact rather than an argument in a monthly meeting.
Closing a ticket shouldn’t be the end of it
A ticket cannot be closed without a cause code. That single requirement changes what the reporting is for. You stop reading a list of individual complaints and start reading the three upstream problems generating a third of them.
The queue stops being a treadmill and starts being a diagnosis.
Four changes service managers report first, measured against the same desk a quarter earlier.
How a service desk goes live
We start with three months of your real complaints, because the category tree written from them is worth more than one written in a workshop.
Complaint audit
We review the last three months of complaints wherever they currently live, and work out what people are genuinely complaining about.
3 to 5 daysCategories, SLAs & routing
Category tree, priority matrix, SLA targets, escalation tiers and routing rules agreed and written down before anything is built.
1 weekChannels & configuration
Email, WhatsApp, web form, social and phone logging connected; agent workspace, response templates and surveys configured.
2 to 3 weeksPilot team
One team runs live on real complaints while SLA targets and routing rules are tuned against reality rather than assumption.
2 weeksRollout & reporting
All teams live, management dashboards switched on, and corrective action tracking started against your top causes.
OngoingTypical timeline: 4 to 7 weeks. The category tree and the SLA matrix take the most discussion, and they are exactly what determines whether the reporting is worth reading afterwards.
Configured for what a late reply actually costs you
A regulator’s deadline, a licence condition and a lost contract are three very different kinds of pressure.
Banks & Financial Services
Regulator-format complaint registers, mandatory turnaround times, and evidence that stands up during an inspection.
Telecom & Utilities
High volume across every channel, outage-driven ticket surges, and SLA reporting against a licence condition.
Hospitals & Healthcare
Patient complaints and incident reports handled with the confidentiality and escalation the subject matter demands.
Government & Public Sector
Citizen complaints with departmental routing, statutory deadlines and transparency reporting that can be published.
Retail & E-commerce
Order, delivery and refund issues linked to the transaction, with goodwill credits released only under approval.
Service Businesses
Any company where a slow reply costs a contract, and where “we never received it” is not an acceptable answer.
Complaints arrive wherever your customers already are
WhatsApp, a shared inbox, your app, a Facebook comment or a phone call. The system meets them there and turns each one into the same tracked ticket.
Ask about a specific integrationA complaint record is evidence. It should behave like evidence.
Nothing is edited away, retention matches your regulator, and sensitive categories stay with named handlers.
Cloud or on-premise
Hosted by us, on your own cloud account, or inside your network where a regulator requires customer data to stay there.
Role & queue permissions
An agent sees their queue, a supervisor their team. Sensitive categories such as harassment or fraud are restricted to named handlers.
Immutable ticket history
Messages, actions, reassignments and approvals can be appended to but never edited or deleted, so the record survives scrutiny.
Retention & backups
Retention periods set per category to match your regulator, with automated backups and tested restores behind them.
Pick the scope. We’ll price it in writing.
Pricing follows agent count, channel count and how much regulator-specific reporting you need, so we quote after reviewing your actual complaint mix.
Essentials
A single support team of up to roughly 15 agents.
- Email, web form and phone-logged intake
- Categorisation and manual routing
- Response and resolution SLA clocks
- Agent workspace with canned replies
- Standard reports, email support
Growth
Multi-team service desks of roughly 15 to 75 agents.
- Everything in Essentials, plus:
- WhatsApp, SMS and social channel intake
- Automatic routing and tiered escalation
- Root cause coding and Pareto reporting
- CSAT surveys and agent quality scoring
- CRM integration and a dedicated project manager
Enterprise
Regulated, high-volume or multi-entity operations.
- Everything in Growth, plus:
- Regulator-format registers and statutory reporting
- Multi-entity and multi-region queue separation
- Retention policies and legal-hold controls
- On-premise or private-cloud deployment
- Priority SLA with a named support engineer
You own your complaint records and the licence to your build. No per-ticket charge, so doing your job properly never costs you more.
Questions we get on the first call
Yes. WhatsApp Business, SMS, email, web forms, your mobile app and the main social platforms all create tickets in the same queue, and agents reply from the workspace on whichever channel the customer used. Phone complaints are logged by the agent against the same customer record, so nothing sits outside the system.
By you, per category and priority, during the second week of the project. After we have looked at three months of your real complaints. Setting them from actual handling times rather than aspiration is what keeps the reporting credible; targets can be tightened later once the desk is performing.
Three things: closure requires a cause code and a resolution note, customers receive an automatic satisfaction survey, and reopened tickets are tracked against the agent and the original closure. A desk that closes aggressively shows up immediately in the reopen rate rather than looking good on the backlog.
Yes. Regulator-format registers and statutory reports are configured to the specific format your authority requires, with retention periods set per category. Because the ticket history is immutable and complete, an inspection becomes an export rather than an exercise in assembling evidence from inboxes.
Yes. The customer-facing side (messages, surveys, acknowledgements and templates) can run in Urdu, English or both, and agents can work in whichever they prefer. Category names and cause codes are configured in the language your team actually uses day to day.
Yes. Linking to your customer, order or billing records means an agent opens a ticket already knowing who the person is and what they bought, which is usually the single biggest reduction in handling time. We integrate through an API or an agreed data exchange, confirmed during discovery.
The SLA and volume reporting is useful from week one. Root cause reporting needs a few weeks of consistent cause coding before the Pareto chart means anything. Usually by the second month you can see clearly which upstream problems are generating most of your volume.
A hypercare period with the team that built it, through your first full reporting month, and then a support agreement with defined response times. We also review the cause data with you after the first quarter, because that is the point where the corrective actions start to pay for the system.
Bring us last month’s complaints
Send us a month of real complaints, however they are currently stored. We’ll show you the categories, the SLA picture and the three causes generating most of your volume. In 30 minutes.