Most complaints still start with a phone call — and most phone complaints die on a note pad. Fast Complaint Software integrates cloud IVR so an inbound call auto-creates or attaches to a complaint or service ticket, and every follow-up call is click-to-dial from the ticket itself. The phone becomes part of the audit trail.
A complaint desk lives on the phone: customers call in, engineers call back. Fast Complaint Software wires both directions into the ticket, so nothing said on a call lives only in someone's memory.
The IVR handles the call. Fast Complaint Software handles the record. Nobody transcribes anything twice.
Phone, ticket, customer record and alerts stay in step — whether the complaint arrived by call, WhatsApp or email.
A phoned-in complaint is the easiest one to lose — it depends entirely on whoever picked up. With the cloud IVR integrated, the call itself creates the record: matched to the customer, logged as a numbered complaint ticket or service ticket, and visible on the dashboard before the receiver is back on the hook.
Follow-up is where complaint handling wins or loses. The pending schedule already lists every ticket due for action today — click-to-dial turns that list into calls, made from the ticket with the full context on screen. The action and result land back on the ticket, and the next follow-up is scheduled before the engineer moves on. It's the phone half of SLA follow-up & escalation.
Fast Complaint Software shares its platform — and its telephony integration — with Fast CRM. One IVR setup, one customer master, one call-logging behaviour: a customer's sales enquiries and complaints sit on the same record. Start with complaints standalone; if you add CRM later, the phone system is already wired.
Inbound calls answered by the cloud IVR are logged against the complaint workflow automatically — no note pads, no "who took that call?"
New issues become numbered tickets; calls about existing issues attach to the open ticket — one problem, one record, honest ageing.
Callers resolve to the shared customer master, with their complaint and service history alongside — the same party record Fast CRM uses.
Owners dial customers straight from the ticket, driven by the pending follow-up schedule — with the action and result logged on the ticket.
Email & SMS alerts fire on the same ticket events — assignment, follow-up due, overdue escalation and feedback — so calls never carry the load alone.
Because calls live on tickets, they show up in dashboards and in Dhruv AI — phoned-in complaints are analysed like every other complaint.
30-minute demo: a call lands on the IVR, the ticket appears on the dashboard, and the follow-up is dialled back from the ticket. Your workflow, not slides.
