Manage Customer Issues & Complaints

Manage Customer Issues & Complaints in OctopusPro

OctopusPro’s Issue & Complaint Management module turns every grievance—late arrival, misdiagnosis, broken part, or billing dispute—into a documented workflow with clear owners, SLAs, and analytics. By mirroring frameworks such as ISO 10002 for complaint handling and standard incident-status models , the tool helps teams resolve problems faster, protect brand reputation, and convert negative feedback into product or process improvements.


What counts as an “issue” in OctopusPro

Any post-booking friction point can be logged:

  • Operational – fieldworker no-show, schedule clash, equipment failure.
  • Quality – poor workmanship, misdiagnosis, warranty call-back.
  • Financial – invoice dispute, refund request, pricing error.
  • Communication – missed confirmation emails, unclear scope.

Core features & benefits

Centralised complaint dashboard

  • Cloud-based & scalable—access anywhere, no VPN, matches market shift to web SaaS.
  • Role-based security keeps sensitive cases visible only to authorised staff, aligning with ISO 10002 confidentiality guidance.
  • Full audit trail—every edit, note, or attachment time-stamped for regulatory proof.

Automated follow-ups

The To Follow queue holds deferred issues and triggers email/SMS nudges so nothing slips through—an approach linked to higher complaint-resolution satisfaction.

Integrated bookings link

Jump straight from a complaint to the affected booking, invoice, or fieldworker profile, reducing swivel chair time.


Issue-tracking workflow

Status Purpose
New Logged, awaiting triage
In Progress Assigned, being fixed
Awaiting Approval Resolved → Awaiting Customer
Fix complete; needs manager or client sign-off
Reopened Customer rejects fix; back to queue
Closed Approved & archived; KPI counting stops

These five core states map to the minimal set analysts recommend for clear SLA tracking.


Working with the “To Follow” & “All Issues” views

“To Follow”

Use when stock, authorisation, or a future event blocks immediate resolution—e.g., waiting for back-ordered parts. The defer-and-remind pattern prevents forgotten tickets, a common gap in legacy CRMs.

“All Issues”

Provides a 360° exportable list for trend analysis: spot recurring equipment faults, identify training gaps, or justify process changes—functions highlighted in market-size studies of complaint-management software.


Practical examples

Industry Complaint Resolution path
HVAC Technician arrived 2 h late Status New → In Progress; scheduler applies travel-time buffer, sends goodwill voucher
Cleaning Invoice higher than quote Finance adjusts line item, status Awaiting Approval until customer signs off
Landscaping Mower blade broke onsite Parts team logs equipment issue; To Follow until replacement delivered

Turning each case into structured data fuels continuous-improvement loops.


Business impact

  • Faster resolution—cloud dashboards cut handling time; companies see up to 30 % quicker close rates.
  • Higher retention—swift, transparent fixes convert 70 % of complainants into loyal advocates according to Claromentis analysis .
  • Insight-led growth—aggregated complaint themes guide product tweaks, echoing Forbes’ view on feedback-driven innovation.

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