The process begins when a dealer uploads a customer complaint through the Dealer App. The complaint is logged into the system for further processing. Assigning a technician
An Admin assigns a technician through the Web portal.
The technician is notified about the assigned complaint.
Technician Checks Complaint
The technician reviews the complaint using the Technician App.
If the issue is resolved immediately, the status is marked as "Closed", leading to the Finish step.
If the issue is not resolved, the technician moves to the next step.
Spare Part Request
The technician requests spare parts via the Technician App.
The admin approves the requested parts through the Web portal.
Once approved, the technician proceeds with the job card repairing process.
Job Card Repairing
The technician repairs the issue using the Technician App.
After completing the repair, the system checks whether the issue is resolved.
If the status is closed, the process moves to the Finish step invoice opening and delivery.
Invoice Processing
The admin generates and opens the service invoice via the Web platform.
The invoice reaches:
The Dealer App, where the dealer can view service charges.
The Technician's Delivery List, to facilitate proper product delivery.
Delivery
If the repair is successfully completed, the technician handles the delivery process using the Technician App.

Action Items for Different Users
Dealer App
Upload a complaint and check status.
Receive service charges.
Provide feedback.

Technician App
Perform complaint checking.
Request spare parts.
Conduct job card repairs.
Handle product delivery.

Website (Admin)
Assign a technician.
Approve spare part requests.
Open and manage service invoices.
Check delivery status

This workflow ensures an efficient, transparent, and well-structured complaint resolution process, improving service quality and operational efficiency.