Customer Query Tracking & Management System (Q1) – Amahlathi Municipality

Amahlathi Local Municipality is an authority that governs areas encompassing Cathcart, Stutterheim, Keiskamahouk and Kei Road in the Eastern Cape. BSA was appointed in October 2014 to supply, install and manage a consumer query tracking and management system that was aimed at streamlining consumer queries from the time they are logged up to their resolution.

There are a number of stakeholders involved in the life cycle of a customer query and there is need to keep track of all resolutions, decisions and activities for future reference.

Our flagship Q1 System an easy to use web interface that automates the tasks involved.

The following but not limited high level benefits are realized;

1. Ability to generate and print off a customer query ticket.
2. Ability to track details of a query by reference number, client detail, customer address etc. with the help of an effective search tool.
3. Ability to send out email/sms notifications to the relevant recipients concerned on a query.
4. Ability to track status on each query with a daily report to management or accounting officers.
5. A statistical reporting module that can assist management and council to make informed decisions with regards to future capital expenditure on infrastructure.
6. Dash board with on-time information on status of queries
7. Ability to identify which queries were allocated to a specific municipal official or Technician and their statuses for effective monitoring and accountability.
8. Ability to upload comments, documents and any relevant material that could be of use in effective query resolution and in future when handling related or similar queries.
9. Ability to notify parties involved when a query is overdue or any other critical decision made in an effort to address the customer’s concerns.
10. A transaction audit trail of all the activities and tasks that took place.
11. Admin and customer reports that are printable and downloadable at the end of the cycle.
12. Role based system access with options to configure privileges to specific parts of the system.
13. Bulk SMS and e-mail notifications to customers and other stake holders.
14. Ability to export customer details into workable formats that can be used in updating consumer information in the FMS database (Database cleansing)