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Smart360 Complaints Management - FAQ's

Getting Started & Dashboard Overview

Q: How do I access the Complaints Management module in Smart360?

A: To access Complaints Management:

  1. from the main menu go to consumer services
  2. Navigate to the Complaints Management modulefrom inthe Smart360
  3. Theside dashboard will display showing key metrics and complaint overview
  4. View KPI cards showing pending complaints, resolved today, rejected complaints, and SLA breached
  5. Access Current Complaints tab for active complaints or History tab for resolved/rejected complaintsnav

Platform URL - https://platform.bynry.com/cx/services/

Qd: What information is displayed on the Complaints Dashboard?

A: The dashboard shows key metrics including:

  • Pending Complaints: Total complaints with pending status count
  • Resolved Today: Count of complaints resolved on current date
  • Rejected Complaints: Number of complaints with rejected status
  • SLA Breached: Number of complaints that have exceeded SLA timeline
  • Average

Platform ResolutionURL Time:- Mean time to resolve complaints with trend indicators

  • SLA Compliance: Percentage showing compliance with service level agreements
  • Top Issue Categories: Visual breakdown of complaint types with percentages
    • https://platform.bynry.com/cx/services/

    Q: How do I create a new complaint in the system?

    A: To create a new complaint:

    1. Click the "Create Complaint" button from the dashboard
    2. Follow the 4-step wizard process:
      • Step 1: Customer Information (search existing or enter manually)
      • Step 2: Complaint Details (category, subcategory, description)
      • Step 3: Evidence & Attachments (upload supporting documents)
      • Step 4: Review & Submit (final review and acknowledgment options)
    3. Complete each step with required information and click "Next" to proceed

    Platform URL - https://platform.bynry.com/cx/services/

    Customer Information & Search

    Q: How do I search for an existing customer when creating a complaint?

    A: To search for existing customers:

    1. In Step 1 of complaint creation, use the "Search Customer" function
    2. Enter at least 3 characters in the search field
    3. Search by account number, customer name, phone number, or address
    4. Select the appropriate customer from search results
    5. Customer details will auto-populate including name, account number, contact info, service address, customer since date, and customer type

    Platform URL - https://platform.bynry.com/cx/services/

    Complaint Details & Categorization

    Q: How do I properly categorize a complaint?

    A: For complaint categorization:

    1. Category: Select from mandatory dropdown (Billing, Service Quality, Technical Issue, Staff Behavior)
    2. Subcategory: Choose from filtered options based on selected category (enabled only after category selection)
    3. Complaint Name: Select from complaints list filtered by category and subcategory
    4. Priority: Auto-populated based on selected category (non-editable) The system ensures proper routing through hierarchical categorization.

    Platform URL - https://platform.bynry.com/cx/services/

    Qd:Q: What is Expected Resolution and how should I fill it?

    A: Expected Resolution field:

    • Mandatory Field: Must be completed
    • Minimum Length: At least 5 characters required
    • Content: Customer's expectations for complaint resolution
    • Uniqueness: Cannot be same as Description field
    • Purpose: Helps set customer expectations and SLA tracking

    Platform URL - https://platform.bynry.com/cx/services/

    Evidence & Attachments

    Q: What file types and sizes are supported for evidence upload?

    A: File upload specifications:

    • Supported Formats: PDF, JPG, PNG files only
    • File Size Limit: Maximum 10MB per individual file
    • Total Upload Limit: Maximum 50MB total across all files
    • File Count: Maximum of 5 files per complaint
    • Validation: System validates format and size before acceptance

    Platform URL - https://platform.bynry.com/cx/services/

    Q: How do I upload evidence and attachments to a complaint?

    A: To upload evidence:

    1. Use drag-and-drop functionality or click "Choose Files" to browse
    2. Select files meeting format requirements (PDF, JPG, PNG)
    3. System validates file format and size automatically
    4. Add "Additional Notes" (optional, up to 500 characters) to provide context
    5. Review uploaded files before proceeding to next step
    6. Remove files if needed before final submission

    Platform URL - https://platform.bynry.com/cx/services/

    Q: Are attachments mandatory for complaint submission?

    A: Attachments are optional:

    • Complaints can be submitted without any attachments
    • Evidence upload improves complaint resolution accuracy
    • Additional Notes field is also optional
    • "Next" button is always enabled on the Evidence step
    • Consider uploading relevant documentation when available

    Platform URL - https://platform.bynry.com/cx/services/

    Review & Submission Process

    Q: What does the "Send Acknowledgment to Customer" option do?

    A: The acknowledgment option:

    • Optional Checkbox: Can be selected or deselected
    • Automatic Email: Sends acknowledgment email to customer within 30 minutes
    • Receipt Content: Includes complaint reference number and tracking information
    • Customer Communication: Provides professional acknowledgment of complaint receipt
    • Recommended Practice: Generally recommended for customer satisfaction

    Platform URL - https://platform.bynry.com/cx/services/

    Complaint Status Management

    Q: What are the different complaint statuses and what do they mean?

    A: Complaint status lifecycle:

    • Pending: Newly created complaint awaiting acknowledgment
    • In Progress: Complaint has been acknowledged and is being worked on
    • On Hold: Complaint temporarily paused (can be resumed)
    • Resolved: Complaint has been successfully resolved
    • Rejected: Complaint has been rejected with documented reason

    Platform URL - https://platform.bynry.com/cx/services/

    Q: How do I acknowledge a complaint and change its status?

    A: To acknowledge complaints:

    1. Open the complaint detail view
    2. Click the "Acknowledgement" button (changes status to In Progress)
    3. Button changes to "Put on Hold" once acknowledged
    4. Use "Put on Hold" to pause complaint (status becomes On Hold)
    5. Use "Resume" button to return complaint to In Progress status

    Platform URL - https://platform.bynry.com/cx/services/

    Q: What is SLA status and how is it calculated?

    A: SLA status tracking:

    • On Track: All SLA metrics fall within defined SLA rules
    • Breached: Complaint has exceeded SLA timeline requirements
    • SLA Due Date: Calculated from creation date plus defined resolution time
    • Time Remaining: Current time minus target resolution time

    Platform URL - https://platform.bynry.com/cx/services/

    Service Orders & Resolution

    Q: How do I create a service order from a complaint?

    A: To create service orders:

    1. Navigate to the "Service Order" tab in complaint detail view
    2. Select "Service Order Type" from templates associated with the consumer
    3. Choose "Scheduled Date" using date picker
    4. Add "Remarks" in text box for special instructions
    5. Click "Add Service Order" button to create the order
    6. Service order links directly to complaint for tracking

    Platform URL - https://platform.bynry.com/cx/services/

    Q: What information is displayed for existing service orders?

    A: Existing service orders show:

    • SO Number: Service order identifier
    • SO Name: Service order description
    • SO Status: Current status of service order
    • Schedule Date: Planned completion date
    • Created On: Service order creation date
    • Created By: User who created the service order
    • Assigned To/Assigned On: Technician assignment details
    • Remarks: Special instructions or notes
    • Actions: View details and download report options

    Platform URL - https://platform.bynry.com/cx/services/

    Communication & Notes

    Q: How do I add internal notes or communicate with customers?

    A: Communication options include:

    • Add Internal Note: Use Communication tab to add internal notes not visible to customers
    • Send Response to Consumer: Redirects to individual messaging in communication module
    • Communication Logging: All interactions (phone, email, in-person) are logged with timestamps
    • Visibility Control: Choose between customer-visible and internal-only communications

    Platform URL - https://platform.bynry.com/cx/services/

    Q: What information is tracked in the Communication tab?

    A: Communication tracking includes:

    • All Customer Communications: Emails, phone calls, messages sent to consumer
    • Internal Notes: Team communications not visible to customers
    • Timestamps: Date and time of all communications
    • User Attribution: Who initiated each communication
    • Communication Type: Method used (email, phone, in-person, etc.)

    Platform URL - https://platform.bynry.com/cx/services/

    Quick Actions & Management Features

    Q: How do I resolve or reject a complaint?

    A: For complaint resolution:

    • Resolve Request: Click to mark complaint as resolved (status changes to Resolved)
    • Reject Complaint: Click to open dialog box, enter rejection reason, confirm rejection
    • Documentation Required: All resolution/rejection decisions must include proper documentation
    • Status Update: System automatically updates status and timeline

    Platform URL - https://platform.bynry.com/cx/services/

    Troubleshooting & Common Issues

    Q: Why can't I proceed to the next step in complaint creation? A: Common blocking issues:

    • Required Fields: Ensure all mandatory fields marked with asterisk (*) are completed
    • Character Limits: Check minimum character requirements (Description: 10 chars, Expected Resolution: 5 chars)
    • Date Validation: Verify incident date is not in future or too far in past
    • Category Selection: Both category and subcategory must be selected
    • File Upload Errors: Check file format and size limits if uploading evidence

    Platform URL - https://platform.bynry.com/cx/services/

    Q: What should I do if customer search is not working?

    A: Search troubleshooting steps:

    1. Ensure at least 3 characters are entered in search field
    2. Try different search criteria (name variations, partial account numbers)
    3. Check for typos in search terms
    4. Try searching by different fields (phone vs. name vs. account number)
    5. Use "Enter Customer Details Manually" if customer is not in system

    Platform URL - https://platform.bynry.com/cx/services/

    Receipt & Customer Communication

    Q: What information is included in the complaint receipt?

    A: Complaint receipts include:

    • Header Information: Date, time, "Complaint Registration Receipt" title
    • Reference Number: Unique complaint identifier (CMP-XXXXXXXX format)
    • Customer Details: Name, account number, phone, email, service address, customer type
    • Complaint Information: Category, subcategory, priority, incident date, description, expected resolution
    • Next Steps: Timeline information, contact methods, business hours
    • Contact Information: Customer service details, emergency services, operating hours

    Platform URL - https://platform.bynry.com/cx/services/

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