Service Call & Complaint Management Software

 ARCProLite helps service businesses register customer complaints, create and assign service calls, track field engineer activities, record on-site updates, manage spare parts, generate service reports, and maintain complete customer and asset service history from one centralized platform.

Improve response time, control pending calls, monitor engineer performance, and manage every service request from complaint registration to final closure.

SERVICE MANAGEMENT FEATURES

Complete Tools for Managing Service Calls & Field Operations

Manage complaints, planned maintenance, field engineers, spare parts, customer assets, mobile activities, barcode tracking, and reports through one connected service management system.

Service Call & Complaint Management

Register customer complaints, create service calls, assign engineers, track progress, record actions, and maintain complete call history.

  • Quick Complaint Registration
  • Priority and Escalation Management
  • Engineer Assignment
  • Real-Time Call Status Tracking
  • Issue, Action and Resolution Updates
  • Service Call Closure

Preventive Maintenance Scheduling

Plan recurring and preventive service visits based on due dates, customer locations, products, and maintenance frequency.

  • Upcoming Service Scheduling
  • Recurring Visit Planning
  • Engineer Assignment
  • Due and Overdue Visit Tracking
  • Completed Visit History
  • Preventive Maintenance Reports

Field Engineer Management

Assign daily service work, track on-site activities, monitor job progress, and review engineer performance.

  • Engineer-Wise Call Assignment
  • Daily Work Allocation
  • On-Site Status Updates
  • Engineer Activity Timeline
  • Pending Work Monitoring
  • Performance Reports

Spare Parts & Inventory Management

Track spare requests, stock availability, material issue and return, and service-call-wise spare usage.

  • Spare Parts Requests
  • Stock Availability Tracking
  • Material Issue and Return
  • Service-Call-Wise Usage
  • Chargeable and Non-Chargeable Spares
  • Spare Usage History

Customer & Asset Management

Maintain customer, site, installed product, serial number, warranty, complaint, and service-history records.

  • Customer and Site Records
  • Installed Product Details
  • Serial Number and Asset Tracking
  • Warranty Information
  • Previous Complaint History
  • Product-Wise Service History

Mobile Field Service Management

Allow engineers to manage assigned calls, update work, complete checklists, request spares, and close calls from mobile devices.

  • Assigned Call View
  • Accept, Resolve and Close Workflow
  • On-Site Job Updates
  • Visit Checklists
  • Spare Parts Requests
  • Mobile Service Report Submission

Barcode & QR Code Asset Tracking

Scan customer assets to view product details, complaint history, repair status, service records, and replacement information.

  • Barcode and QR Identification
  • Instant Asset Detail View
  • Product Service History
  • Create Service Calls from Asset
  • Repair Status Tracking
  • Replacement and Return History

Reports, Analytics & Service History

Review service performance across customers, products, engineers, open calls, closed calls, pending visits, and spare usage.

  • Customer-Wise Service Reports
  • Engineer Performance Reports
  • Product-Wise Complaint History
  • Open and Closed Call Reports
  • Pending Service Call Reports
  • Turnaround-Time Reports

Custom Workflow & Business Rules

Configure service stages, user roles, approvals, notifications, checklists, reports, and call-closing rules according to your workflow.

  • Custom Service Statuses
  • Role-Based Access
  • Approval Workflows
  • Custom Visit Checklists
  • SMS and Email Notifications
  • Business-Specific Reports

How Service Call Management Software Works

Manage the complete service process from complaint registration to final closure.

Register Complaint

Create Service Call

Assign Engineer

Update On-Site Work

Generate Report

Close Service Call

Service call and complaint management software dashboard
Field service engineer call management software

Quick Complaint Registration

Record complaints received through telephone, email, website, or office staff with customer, product, caller, issue, priority, and location details.

Smart Engineer Assignment

Assign service calls based on engineer availability, location, skill, workload, priority, and service due date.

On-Site Mobile Updates

Engineers can accept calls, update status, add work details, complete checklists, request spare parts, and submit service reports while working on-site.

Controlled Call Closure

Track open, pending, resolved, and closed calls with issue, action, resolution, customer confirmation, and complete activity history.

Frequently Asked Questions About Service Call Management Software

Find answers to common questions about complaints, engineer assignments, mobile updates, preventive maintenance, spare parts, assets, and reports.

What is Service Call Management Software?

Service Call Management Software helps businesses register customer complaints, create service calls, assign field engineers, track job progress, manage spare parts, generate reports, and maintain complete service history.

Can engineers update service calls from mobile devices?

Yes. Engineers can view assigned calls, accept work, update status, add service notes, complete checklists, request spare parts, generate service reports, and close calls from mobile devices.

Can it manage preventive maintenance visits?

Yes. The system can schedule preventive maintenance visits, assign engineers, track due and overdue services, and maintain completed visit history.

Can we track product and asset service history?

Yes. Each customer asset can maintain product details, serial number, warranty information, previous complaints, repairs, replacements, and complete service history.

Can ARCProLite be customized for our service workflow?

Yes. ARCProLite can be customized according to your service stages, user roles, approval process, visit checklists, notifications, reports, and call-closing requirements.

Manage Every Service Call from Registration to Closure

Improve service response, engineer coordination, customer communication, and reporting with ARCProLite.

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