One intake for everything the field raises, with SLAs and escalation
A unified taxonomy for feedback, product requests and complaints, routed with SLA timers and an escalation matrix.
What it does
- Unified feedback, product-request and complaint taxonomy
- Department to type mapping, priority and photo attachments
- Escalation matrix with per-category SLA timers
- No-reopen rule with a reference
- New-launch seeding orders and out-of-stock express indents with root cause
- POSM and sample lifecycle with quotas, delivery challan and geofenced before/after photos
How it works
- 1Raise
- 2Route
- 3SLA
- 4Resolve
- 5Analyse
KPIs you will track
- SLA compliance
- Resolution time
- Out-of-stock incidents
Who it is for
- Sales ops
- Trade marketing
- Customer service
A closer look
One intake for everything the field raises
Feedback, product requests and complaints share a single taxonomy, mapped from department to type, with a priority and photo attachments. Instead of three inboxes and a WhatsApp group, there is one queue with structure behind it.
SLAs and an escalation matrix
Every category has its own SLA timer and an escalation matrix, so an unresolved item moves up on its own. A no-reopen rule with a reference closes the loop cleanly and stops the same issue being reopened endlessly.
Close the supply gaps at the shelf
New-launch seeding orders and out-of-stock express indents, each with a root cause, turn a shelf gap into an action rather than a note. The POSM and sample lifecycle tracks quotas, a delivery challan and geofenced before-and-after photos, so trade spend is accounted for on the ground.
Frequently asked questions
How are complaints routed?
By a department-to-type mapping, with an escalation matrix and per-category SLA timers.
Can it handle out-of-stock at the shelf?
Yes, with out-of-stock express indents and root-cause capture, plus new-launch seeding orders.
Does it track POSM and samples?
Yes, a POSM and sample lifecycle with quotas, delivery challan and geofenced before-and-after photos.
Ready to run your distribution chain from one platform?
Live walkthrough on Microsoft Teams · Tailored to your distribution model · Works on web, Android and iOS