Field Service Management: From Complaint Register to Live Dashboard

Ask a service head where a specific complaint stands and the answer usually involves three phone calls. The paper register and WhatsApp-group model breaks the moment your network crosses one city.

The modern service stack

Complaints flow in from the call centre, dealers and QR codes; the system assigns them to the right service centre automatically; the technician's app guides their day; and closure happens with an OTP from the customer plus photo proof. Spares, warranty checks and AMC renewals ride on the same rails.

What HQ gets

A live dashboard: open complaints by age, TAT by centre, technician productivity and spare consumption — no more waiting for Monday's Excel.

Start small

Digitise complaint intake and closure first. Even that alone kills the biggest black hole — jobs that were "closed on the register" but never actually done.