Signal to Resolution
An enterprise-grade CRM that transforms customer inputs and system alerts into structured triage for accurate routing and timely closure.
Customer Voice Shaping Innovation and Experience
A central system that turns every customer signal into structured Voice of Customer intelligence, powering continuous product improvement and service enhancement.
Omnichannel Request Flow
For OEMs, distributors, and industrial operators handling distributed assets, this module consolidates all customer-initiated, field-driven, and machine-generated inputs into authenticated service records with complete traceability across high-volume networks.
- Form and Portal Intake – Converts structured submissions from apps, portals, and web forms into verified service entries with contextual metadata.
- Communication Channel Parsing – Interprets email, SMS, WhatsApp, and voice input into standardized ticket formats through channel-specific adapters.
- Hotline and Helpdesk Logging – Captures voice and operator-assisted calls as fully indexed service requests with caller validation.
- Machine-Level Signal Capture – Translates SCADA, PLC, and OEM system alerts into service events with mapped asset identifiers and fault codes.
This ensures that all service signals, whether human-initiated or system-generated, enter the same controlled workflow without loss, delay, or ambiguity.
Automated and Priority-Led Ticketing
For high-dependency equipment and distributed service networks, this module interprets raw signals into structured records with precise metadata, contractual context, and operational severity.
- Signal Interpretation Engine – Converts inputs such as forms, messages, alerts, or system triggers into fully structured tickets with mapped attributes.
- Automated Classification – Assigns product, asset, customer, issue type, and location using preconfigured logic and master data.
- Severity & SLA Mapping – Evaluates technical criticality and applies the appropriate SLA clocks, escalation rules, and response windows.
- Warranty & Contract Validation – Determines coverage, entitlements, exclusions, and compliance requirements at the point of intake.
- Regulatory & Quality Tagging – Applies statutory, safety, or industry-specific tags for environments governed by strict auditability.
This establishes a consistent foundation for downstream triage and resolution, eliminating variance caused by manual interpretation or field-level subjectivity.
Adaptive Network Continuity
For field teams operating in bandwidth-restricted, remote, or security-controlled environments, this module guarantees uninterrupted service intake regardless of connectivity conditions.
- Offline Ticket Logging – Captures service requests locally with complete metadata, asset details, and location stamps even when networks are unavailable.
- Local Caching & Sync Engine – Stores requests in encrypted local caches and performs conflict-free synchronization the moment connectivity is restored.
- Redundant Communication Paths – Applies fallback channels such as SMS signaling or device-to-gateway relays to maintain intake continuity.
- Hardened Network Compatibility – Supports defense networks, proprietary industrial networks, and restricted-zone communication standards.
- Real-Time Mode Switching – Detects network conditions and switches between offline, low-bandwidth, and real-time intake modes without interrupting field workflows.
This ensures that no service request is lost or delayed, regardless of geography, connectivity constraints, or operational security requirements.
Intelligent Triage and Assignment
With distributed technicians, multi-tier service partners, and variable field conditions, this module ensures that every ticket is routed to the right resource under the right priority constraints.
- Skill-Aligned Routing – Allocates tickets to engineers or teams based on certified competencies, equipment category, and issue complexity.
- Geo-Optimized Assignment – Matches tickets with the nearest available resource using location intelligence and regional availability matrices.
- Workload Balancing – Distributes assignments by evaluating engineer capacity, queue density, and active field load to avoid bottlenecks.
- Priority & Criticality Queues – Elevates high-severity or SLA-sensitive cases into accelerated response lanes with automated monitoring.
- Escalation Governance – Triggers technical or managerial escalation based on predefined rules, inactivity thresholds, or risk indicators.
This ensures that triage remains consistent, objective, and responsive across diverse locations, partner networks, and operational constraints.
Action Logging and Execution
Designed for multiple teams contributing to closure, this workspace provides a controlled environment for documenting actions, verifying steps, and maintaining traceable execution across the service chain.
- Guided Repair & Resolution – Provides structured task flows, checklists, and procedural steps aligned with product category, issue type, and regulatory requirements.
- Technical Documentation Handling – Supports uploads of images, diagnostic results, reports, and test logs to maintain empirical evidence throughout the resolution cycle.
- Cross-Team Collaboration – Allows internal teams, distributors, and field engineers to coordinate actions through controlled comments and shared workboards.
- Immutable Action Logs – Preserves every interaction, update, and corrective action for environments requiring auditability and compliance transparency.
This ensures that execution remains systematic, accountable, and fully traceable across complex multi-team resolution environments.
Customer Communication Continuity
Built to maintain consistent, traceable communication across distributed regions and mixed-connectivity environments, ensuring customers remain informed throughout the lifecycle of their request.
- Automated Acknowledgements – Sends instant confirmations upon signal capture, establishing a verifiable timestamp for request initiation.
- Status Synchronization – Pushes real-time or deferred updates across SMS, email, app, and portal channels based on connectivity conditions.
- Localization & Region Logic – Adapts communication to customer language, geography, and regulatory messaging requirements.
- Timeline Visibility – Exposes expected resolution of windows and milestone progress to maintain transparency and trust.
- Two-Way Clarification Loop – Enables structured customer responses for missing information, verification inputs, or inspection evidence when required.
This ensures the communication cycle is predictable, compliant, and responsive across both high-demand and constrained operating environments.
Experience-to-Innovation Insight
Designed to convert post-resolution customer inputs into structured quality signals, enabling engineering, service, and product teams to close systemic loops with measurable precision.
- Structured Feedback Intake – Captures CSAT, NPS, CES, and custom survey inputs mapped to product, service tier, and ticket attributes.
- Pattern Detection Engine – Identifies recurring failure modes, behavioral trends, and service friction points through multi-parameter clustering.
- Root-Cause Correlation – Links on-field issues with product configurations, batch history, environmental conditions, or process deviations.
- Performance Benchmarking – Generates comparative insights across regions, product lines, service partners, and engineer skill bands.
- Quality Loop Integration – Channels validated insights to R&D, production, and compliance teams for corrective actions and preventive redesign.
This ensures that every customer outcome feeds directly into the organization’s continuous improvement and quality governance cycle.
Customer Voice Shaping Innovation and Experience
A central system that turns every customer signal into structured Voice of Customer intelligence, powering continuous product improvement and service enhancement.
Omnichannel Request Flow
For OEMs, distributors, and industrial operators handling distributed assets, this module consolidates all customer-initiated, field-driven, and machine-generated inputs into authenticated service records with complete traceability across high-volume networks.
- Form and Portal Intake – Converts structured submissions from apps, portals, and web forms into verified service entries with contextual metadata.
- Communication Channel Parsing – Interprets email, SMS, WhatsApp, and voice input into standardized ticket formats through channel-specific adapters.
- Hotline and Helpdesk Logging – Captures voice and operator-assisted calls as fully indexed service requests with caller validation.
- Machine-Level Signal Capture – Translates SCADA, PLC, and OEM system alerts into service events with mapped asset identifiers and fault codes.
This ensures that all service signals, whether human-initiated or system-generated, enter the same controlled workflow without loss, delay, or ambiguity.
Automated and Priority-Led Ticketing
For high-dependency equipment and distributed service networks, this module interprets raw signals into structured records with precise metadata, contractual context, and operational severity.
- Signal Interpretation Engine – Converts inputs such as forms, messages, alerts, or system triggers into fully structured tickets with mapped attributes.
- Automated Classification – Assigns product, asset, customer, issue type, and location using preconfigured logic and master data.
- Severity & SLA Mapping – Evaluates technical criticality and applies the appropriate SLA clocks, escalation rules, and response windows.
- Warranty & Contract Validation – Determines coverage, entitlements, exclusions, and compliance requirements at the point of intake.
- Regulatory & Quality Tagging – Applies statutory, safety, or industry-specific tags for environments governed by strict auditability.
This establishes a consistent foundation for downstream triage and resolution, eliminating variance caused by manual interpretation or field-level subjectivity.
Adaptive Network Continuity
For field teams operating in bandwidth-restricted, remote, or security-controlled environments, this module guarantees uninterrupted service intake regardless of connectivity conditions.
- Offline Ticket Logging – Captures service requests locally with complete metadata, asset details, and location stamps even when networks are unavailable.
- Local Caching & Sync Engine – Stores requests in encrypted local caches and performs conflict-free synchronization the moment connectivity is restored.
- Redundant Communication Paths – Applies fallback channels such as SMS signaling or device-to-gateway relays to maintain intake continuity.
- Hardened Network Compatibility – Supports defense networks, proprietary industrial networks, and restricted-zone communication standards.
- Real-Time Mode Switching – Detects network conditions and switches between offline, low-bandwidth, and real-time intake modes without interrupting field workflows.
This ensures that no service request is lost or delayed, regardless of geography, connectivity constraints, or operational security requirements.
One platform. 250+ modular capabilities.
Configured for 85+ industries with functional clarity.
Transform raw feedback into high-fidelity signals you can act on.
Intelligent Triage and Assignment
With distributed technicians, multi-tier service partners, and variable field conditions, this module ensures that every ticket is routed to the right resource under the right priority constraints.
- Skill-Aligned Routing – Allocates tickets to engineers or teams based on certified competencies, equipment category, and issue complexity.
- Geo-Optimized Assignment – Matches tickets with the nearest available resource using location intelligence and regional availability matrices.
- Workload Balancing – Distributes assignments by evaluating engineer capacity, queue density, and active field load to avoid bottlenecks.
- Priority & Criticality Queues – Elevates high-severity or SLA-sensitive cases into accelerated response lanes with automated monitoring.
- Escalation Governance – Triggers technical or managerial escalation based on predefined rules, inactivity thresholds, or risk indicators.
This ensures that triage remains consistent, objective, and responsive across diverse locations, partner networks, and operational constraints.
Action Logging and Execution
Designed for multiple teams contributing to closure, this workspace provides a controlled environment for documenting actions, verifying steps, and maintaining traceable execution across the service chain.
- Guided Repair & Resolution – Provides structured task flows, checklists, and procedural steps aligned with product category, issue type, and regulatory requirements.
- Technical Documentation Handling – Supports uploads of images, diagnostic results, reports, and test logs to maintain empirical evidence throughout the resolution cycle.
- Cross-Team Collaboration – Allows internal teams, distributors, and field engineers to coordinate actions through controlled comments and shared workboards.
- Immutable Action Logs – Preserves every interaction, update, and corrective action for environments requiring auditability and compliance transparency.
This ensures that execution remains systematic, accountable, and fully traceable across complex multi-team resolution environments.
Customer Communication Continuity
Built to maintain consistent, traceable communication across distributed regions and mixed-connectivity environments, ensuring customers remain informed throughout the lifecycle of their request.
- Automated Acknowledgements – Sends instant confirmations upon signal capture, establishing a verifiable timestamp for request initiation.
- Status Synchronization – Pushes real-time or deferred updates across SMS, email, app, and portal channels based on connectivity conditions.
- Localization & Region Logic – Adapts communication to customer language, geography, and regulatory messaging requirements.
- Timeline Visibility – Exposes expected resolution of windows and milestone progress to maintain transparency and trust.
- Two-Way Clarification Loop – Enables structured customer responses for missing information, verification inputs, or inspection evidence when required.
This ensures the communication cycle is predictable, compliant, and responsive across both high-demand and constrained operating environments.
Experience-to-Innovation Insight
Designed to convert post-resolution customer inputs into structured quality signals, enabling engineering, service, and product teams to close systemic loops with measurable precision.
- Structured Feedback Intake – Captures CSAT, NPS, CES, and custom survey inputs mapped to product, service tier, and ticket attributes.
- Pattern Detection Engine – Identifies recurring failure modes, behavioral trends, and service friction points through multi-parameter clustering.
- Root-Cause Correlation – Links on-field issues with product configurations, batch history, environmental conditions, or process deviations.
- Performance Benchmarking – Generates comparative insights across regions, product lines, service partners, and engineer skill bands.
- Quality Loop Integration – Channels validated insights to R&D, production, and compliance teams for corrective actions and preventive redesign.
This ensures that every customer outcome feeds directly into the organization’s continuous improvement and quality governance cycle.
Custom-Built CRM For Your Business
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- Free Configuration and Setups
- Custom training for your team
- 24x7 After-Sales Support
