FMS5 Complaints Management
How to access the complaints management page
Log into the FMS 5(https://fms.jims.net) and go to FSE Management>Complaints Management
Complaints Dashboard
This table shows the list of all complaints including their Date, Complaint ID, Status, Type, Service, Customer name, Customer address,Customer phone, FSE name, FSO name, and actions.
As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them. however, you can use the filter to see the desired list.
Tip: Compliant ID is a unique ID across the complaints management system and its structure is YYMMDDXXXX ( i.e 1903256666). You can follow up and refer to a complaint by its ID and also understand the date of a complaint by looking at the ID.
Search and Filter
As a default, the list shows "the list of all complaints of your all FSEs since six months ago which you are accountable for handling and ultimately settling them). however, you are able to use the filter to see a particular status including New, Handling, Settled, Escalated, Pending deletion and Deleted; during a customised timespan.
In addition you can search by complaint ID or FSE code or FSE name.
View Complaint Detail
To see the complaint detail, click on the complaint in the complaints list. Detail comprises :
Add Note
Send Message
Request Delete
Settle
Lead detail
Relevant complaints (if there were any more complaints against the same job),
History
Managing Complaints
Add Note
To submit a note to FMS regarding the particular complaint ID, click on button.
You can type out your note, upload any file if you'd like and then submit the note to FMS.
Send Message
To send SMS or Email to the customer, Franchisee, divisional manager, and yourself(as cc), you can click on the .
You can choose how you want the message to be delivered to each recipient. As an example, you can choose to send a message by SMS to customer, and by Email to the franchisee, and by SMS and email to the divisional manager.
Settle Complaint
After handling the complaint in accordance with the complaints section in the Franchisor Manual, once nothing more needs doing, the complaint is marked as Settled.
To do this click on through the actions bar and after adding the settle note, click on the Submit .
In rare situations, when the Franchisee clearly did nothing wrong, you can upload the evidence and choose Not at fault via the dropdown
Request for Complaint Deletion
If you have clear evidence to show this complaint is wrong, you can upload the proof and send your request to Jim through to get a review for deletion.
Example of a situation which you can request for deletion:
If the customer said 'no contact made' and you show the evidence of a phone call and text within the two hours
If the customer said no quote given and you show the proof of an emailed quote and a follow-up phone call or text
The client had no problem with the job until the Franchisee chases up the bill
The Franchisor contacts the client and confirms that the client made a mistake or whatever.
FAQ
What are the statuses of a complaint?
New
Handling
Settled
Pending deletion (while the Request for deletion is under Jim's review)
Deleted
What are the complaint types?
Complaints are categorised when they come from email surveys or complaints message. The current categories are:
Late Call
Never Call
Late Turn Up
Never Turn Up
No Uniform
Poor Service regarding job quality
Arranged but no turn-up
No Promised-Quote Given
Rudeness
Failure to give a proper itemized quote