The SR/CM module has been especially designed with the following objectives:

• Receive request for Services / Complaints over the web.
• Direct the request / complaint to the appropriate Channel / Group of persons to ensure resolution.
• Track the resolution process
• Escalate the unresolved requests / complaints
• Create a log of the complaint for future analysis.
• Well defined Administrative module that enables the company to
• Design the Service request / Complaint module
  
• Define the format for the request / complaint
  
• Define the Resolution channel for each category of request / complaint
  
• Define the Escalation Channel for each category of request / complaint
  
• Define the rules for escalation of request / complaint