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Driving Operational Excellence Through Intelligent Complaint Management via Cloudtrac

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We’ve recently partnered with a leading telecom company to digitize a complaint management system for one of their customers. The solution enables automated complaint creation through email, driven by error-ranking validation—bringing speed, accuracy, and intelligence to issue management.

The primary objective of this initiative was to automate and digitize the client’s existing metro-station complaint management process across Bangalore, Mumbai, and Delhi—driving higher operational efficiency, improved customer experience, and enhanced data visibility.

The client used to receive daily customer complaints via email related to service issues across metro stations in these three major cities. These complaints were manually forwarded to field engineers, who inspect the issue, carry out the necessary repairs, and submit their updates through manual reports to management. This largely manual process limited their real-time visibility, delayed resolution, and restricted actionable insights—making digitization a critical next step.

Solution Delivered

To address the operational challenges, we implemented an end-to-end digital complaint management solution designed for real-time visibility, automation, and accountability. The solution includes:

Real-time complaint logging and end-to-end ticket tracking, Automated task allocation to field engineers based on asset mapping, Live dashboards for progress and SLA monitoring, Structured reporting with actionable data analytics, Engineer attendance, productivity, and performance tracking

How the System Works

Customer complaints are automatically generated through email alerts from the Remote Monitoring System (RMS) and seamlessly pushed into the Cloudtrac platform. Each complaint carries critical failure information such as failure codes, C-Unit serial numbers, and station details.

Using the unique C-Unit serial number mapped to each metro station, tickets are auto-created and intelligently assigned to the respective field engineer—eliminating manual intervention and delays.

The assigned engineer visits the site, performs diagnostics, and resolves the issue. Once the work is completed, the complaint status is updated in Cloudtrac and reviewed by the coordinator. To maintain data integrity, new tickets for the same C-Unit serial number can be generated only after the existing ticket is formally closed, with an option to reject even from a completed state if required.

For deeper root-cause investigation, failure analysis tickets are generated in Cloudtrac after the coordinator approves the completed service call. These tickets are then assigned to Field Application Engineers (FAEs) through the mEdge platform.

FAE engineers accept and resolve these analysis tickets by uploading repaired images and detailed PDF reports directly into mEdge, creating a centralized and auditable knowledge base.

Managers and coordinators gain complete visibility into operations through real-time dashboards and analytics, enabling faster decision-making. Even post-resolution, administrators and coordinators retain the flexibility to reject a call and reassign it to engineers—ensuring quality control and accountability at every stage.

               Value Creation & Business Impact

This transformation delivers measurable value across operations, engineering, and management. By automating complaint intake, ticket assignment, and resolution workflows, the client significantly reduces manual effort, response time, and dependency on email-based coordination. Real-time visibility into complaint status, engineer availability, and asset health enables faster decision-making and improved SLA adherence. Structured data capture and analytics create a single source of truth for recurring failures, root-cause trends, and performance bottlenecks—empowering proactive maintenance and continuous improvement. Ultimately, the solution enhances service reliability across metro stations, improves customer satisfaction, and establishes a scalable digital foundation to support future expansion across additional cities and assets.

Ready to transform your operations and unlock these incredible benefits? Discover how Vitamap's Cloudtrac Platform can streamline your operations and drive your business forward.


For more information please email us at sales@vitamap.com
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