You can define the escalation matrix for your society so that member complaints can be resolved within the specified time and ensure none of your resident complaints go unaddressed.

In ApnaComplex, complaints can be assigned to a primary (Level 1) owner and can be escalated to two next levels automatically. These levels are called Level 2 and Level 3 respectively. Administrators can assign Level 1, Level 2 and Level 3 owners. Just follow the below steps to define the escalation matrix for your Society.

You can also schedule automated reports to be sent to specific groups at specified frequencies. Request you to go through the help-guide here.

Step 1: Login to the Web portal using your credentials

Step 2: From the side menu, click on ‘Helpdesk’ and then click on ‘Complaint Box’

Step 3: Click on ‘Define Escalation Paths’

Step 4: Click on ‘Add SLAs/Escalation Matrix’

Step 5: Choose the ‘Complaint Category Name’ and the ‘Level 1 Owner Name’

Step 6: Select the checkbox for ‘Shall SMS Level 1 Owner’ for receiving SMS alerts in the phone to Level 1 owner and define the business hours to which the escalation will happen to Level 2

Step 7: Select the ‘Level 2 Owner Name’ and select the checkbox for ‘Shall SMS Level 2 Owner’ for receiving SMS alerts in the phone to Level 2 owner

Step 8: Define the business hours to which the escalation will happen to Level 3, select the Level 3 owner name here and select the checkbox for ‘Shall SMS Level 3 Owner’ for receiving SMS alerts in the phone to Level 3 owner

Step 9: Click on ‘Submit’

If you need any help in implementing the Complaint Box Escalation Matrix in your Society, please write to us on support@apnacomplex.com. We would be happy to help.