How a Digital Complaint Management System Leads to Speedy Redressal
One of the advantages of living in a gated community is the access to critical household service staff like plumbers, carpenters, and electricians. Many people choose to live in housing societies where such services are available. Their success, however, depends on the staff’s efficiency and efficacy in dealing with the residents’ complaints. Legacy systems that just rely on manual recordkeeping are rarely adequate, especially in large gated communities.
Digital complaint management systems are designed for quick response and easy performance monitoring. The app-based system allows residents to lodge their complaints at any time and anywhere. With easy monitoring by admin staff, we can also ensure a swift response.
What is a digital complaint management system?
A complaint management system is designed for residents to lodge their grievances. This can include repairs and maintenance work at home and premises. The system also keeps track of the status, checking on complaints that have been resolved. Legacy systems depend on registers where problems can be recorded and which the service staff can refer to for their daily work roll. However, such systems often suffer from multiple drawbacks, from lack of accountability to cumbersome communication.
Digital complaint management systems offer a far more efficient solution that is geared for both the residents’ convenience and easy management. ApnaComplex Online Society Helpdesk is designed for centralised tracking of complaints, suggestions, and requests. Backed by a customisable escalation matrix, it creates an accountable and measurable redressal system to ensure quick resolution of complaints.
Challenges in addressing complaints in housing societies
Complaint redressal is one of the most challenging aspects of housing society management and the complexity increases with the size of the society. Service staff and the administration must keep track of the progress and the residents should be able to escalate their complaints. Some of the drawback of legacy systems include:
Difficulty in tracking progress: The status of complaint resolution depends solely on the service staff recording their own performance. This usually occurs at the end of their duty, which makes it difficult to check on the status of urgent repairs. It is also prone to misrepresentation by the service staff.
No resident feedback: The resident’s role is typically limited to lodging the complaint. There is no mechanism for quick feedback other than calling up the manager. This can lead to their dissatisfaction and inability to be part of the process.
Haphazard process: The process to lodge complaints is often haphazard and is rarely standardised. Some societies rely solely on phone calls while some record it in a register. Some societies may follow both. It can result in human errors, often leading to the omission of some complaints.
How does the ApnaComplex solution work?
ApnaComplex Online Society Helpdesk is a digital solution that allows centralised tracking of complaints, bringing together residents, service staff, and the society management team on the same platform. It creates an accessible and transparent platform where different stakeholders can monitor the progress and leave feedback. As a standard design, it is easy to understand and adapt by multiple users. The well-planned format follows proper categorisation and segregation to prioritise urgent requests and allow easy follow-up. Some of the advantages of the digital complaint management system includes:
Quick communication: As an online platform, it allows residents to lodge complaints at any time. On the other side, the management can also respond with an update or feedback.
Prioritisation: Complaints can be segregated as per their priority. Residents can mark their request as ‘urgent’, asking for immediate action.
Tracking progress: All complaints are tracked as in-progress or ‘closed’, allowing both residents and the management to check the progress.
Escalation matrices: The admin console is equipped with escalation matrices up to three levels that bump up unresolved complaints to a higher supervisory level. This feature is designed to ensure these unaddressed complaints are under supervision.
Feedback/reopen: Residents can leave feedback if they are dissatisfied with the service provided. They can also choose to reopen the complaint.
Easy monitoring: The progress of each complaint can be easily tracked since the platform is accessible by all concerned, including the residents and the management.
If you want to learn more about our Online Society Helpdesk, get in touch with us at support@apnacomeplex. Our team will help you understand the various features you can use for tracking complaints, suggestions, and requests.