Track customer complaints, manage AMC contracts, monitor warranty claims, assign service engineers, and track returnable spares — all from one platform.
These service management problems are costing you customer trust, repeat business, and brand reputation.
Customer complaints come through WhatsApp messages, phone calls, and emails with no central tracking system. There is no complaint number, no SLA timeline, and no way to know which issues were resolved and which are still pending. Customers call back frustrated, and nobody has the history of their issue.
Warranty records are maintained in Excel sheets or paper files. When a customer calls with an issue, nobody knows if the product is still under warranty. The service team either honors every claim (losing money) or rejects valid claims (losing customers). There is no automatic alert before warranty expiry to offer AMC renewals.
Service engineers are assigned tasks through phone calls. Nobody knows who is assigned where, what their current workload is, or when they will be available next. Critical complaints wait while engineers are busy with routine AMC visits. There is no way to track service history for a specific customer or product.
A complete service management platform that tracks every complaint, contract, and engineer from one dashboard.
Log every customer complaint with a unique complaint ID, priority level, product details, and SLA timeline. Track response time and resolution time against targets. Automatic escalation for overdue complaints ensures nothing falls through the cracks.
Create and manage Annual Maintenance Contracts with contract terms, covered equipment, visit frequency, and renewal dates. The system automatically schedules preventive maintenance visits and sends reminders. Every visit is recorded with observations, actions, and customer sign-off.
Track warranty status for every product sold with start date, expiry date, and coverage terms. When a complaint is raised, the system automatically checks warranty status. Get alerts before warranty expiry to proactively offer AMC renewals or extended warranty packages.
View engineer availability, current assignments, and workload on a single dashboard. Assign complaints to engineers based on location, skill set, and availability. Track engineer performance on response time, resolution rate, and customer feedback scores.
A unified view of complaints, AMC contracts, warranty claims, and engineer assignments — all in real time.
| Complaint # | Customer | Product | Priority | Assigned To | Status |
|---|---|---|---|---|---|
| SC-4501 | Bharat Forge Ltd | CNC Spindle Unit | Critical | Ramesh K. | In Progress |
| SC-4502 | Tata AutoComp | Hydraulic Press | High | Sunil M. | Assigned |
| SC-4503 | Mahindra CIE | Gear Box Assembly | Medium | Priya S. | Resolved |
| SC-4504 | SKF India | Bearing Housing | Low | Unassigned | Open |
End-to-end after-sales service management built for the way Indian manufacturers support their customers.
Log every customer complaint with a unique ID, product details, issue description, and priority level (Critical, High, Medium, Low). Define SLA timelines for each priority. Track response time and resolution time against targets with automatic escalation for overdue complaints.
Assign complaints to service engineers based on location, skill set, and current workload. Engineers receive assignment notifications with complaint details and customer information. Track engineer response time and on-site visit scheduling from the assignment dashboard.
Create and manage Annual Maintenance Contracts with contract period, covered equipment, visit frequency, pricing, and terms. Track contract renewals with automated reminders. View contract-wise profitability and service cost analysis for each AMC customer.
Automatically schedule preventive maintenance visits based on AMC contract terms. Assign visits to engineers with date, time, and checklist. Record visit observations, actions taken, spare parts used, and customer sign-off. Maintain a complete visit history for each contract.
Track warranty status for every product sold with start date, expiry date, and coverage terms. Automatic warranty validation when complaints are raised. Get alerts 30, 60, and 90 days before warranty expiry to proactively offer AMC renewals or extended warranty packages.
Track returnable spare parts issued to customers or service engineers as temporary replacements. Record issue date, expected return date, and responsible person. Get alerts for overdue returns and maintain a complete audit trail of all returnable spare movements and current custody.
Every complaint follows a structured workflow: Open → Assigned → In Progress → Resolved → Closed. Each status change is timestamped and recorded with the user who made the change. Configurable workflow rules ensure complaints move through stages with proper approvals and documentation.
Maintain a complete history of every action taken on a complaint: assignments, status changes, engineer notes, spare parts used, and customer communications. Search resolution history to identify recurring issues and build a knowledge base for faster future resolutions.
After-sales service connects customer satisfaction to product quality and business growth. These modules integrate directly with service management.
Common questions about ERPDrive's service and warranty management module.
Yes. ERPDrive allows you to log every customer complaint with priority levels (Critical, High, Medium, Low) and define SLA timelines for each priority. The system tracks response time and resolution time against SLA targets. Overdue complaints are automatically escalated and highlighted in the dashboard. You can configure escalation rules based on time elapsed and priority, ensuring critical issues get immediate attention.
ERPDrive lets you create AMC (Annual Maintenance Contract) records for each customer with contract start date, end date, covered equipment, visit frequency, and terms. The system automatically schedules preventive maintenance visits based on the contract terms. Service engineers receive visit assignments with checklists, and each visit is recorded with observations, actions taken, spare parts used, and customer sign-off. You also get renewal reminders before contract expiry.
Yes. Every product sold is tracked with its warranty start date and expiry date. When a customer raises a complaint, the system automatically checks whether the product is under warranty and displays the warranty status to the service team. You also get configurable alerts before warranty expiry (30, 60, 90 days) so you can proactively reach out to customers for AMC renewals or extended warranty offers, turning service into a revenue opportunity.
Yes. ERPDrive tracks returnable spare parts issued to customers or service engineers. When a spare part is sent as a temporary replacement, the system records the issue date, expected return date, and the person responsible. You get alerts for overdue returns, and the system maintains a complete audit trail of all returnable spare movements. This prevents spare part losses and ensures accountability across the service chain.
See how ERPDrive can bring structure, speed, and customer delight to your service and warranty management.