Welcome to Fusion Docs!

Customer Care Management

The Customer Care Management (CCM) feature within Fusion Suite is designed to streamline the handling of complaints and feedback across mobile and web platforms. CCM enables users to submit complaints or suggestions via voice, image, or text without requiring a login. In cases where the app is non-functional, a customer representative can log complaints on behalf of the user, ensuring no feedback is missed.
CCM facilitates direct communication between users and developers, eliminating intermediaries to expedite issue resolution.

It supports:

• End-to-end complaint tracking from submission to resolution.
• Role-based access control for team management.
• Technical log capture for debugging (requires SDK integration).
• Real-time status updates.
• Integrated collaboration between customers and developers.

Complaint Lifecycle

Each complaint progresses through the following stages:

• To Do: Complaint logged but not yet addressed.
• In Progress: Resolution efforts are underway.
• Resolved: Issue has been addressed.
• Invalid: Complaint deemed irrelevant or incorrect.

CCM Workflow

How to Perform CCM

The Customer Care Management (CCM) flow ensures a smooth and guided process for both users and agents when reporting or managing complaints. Follow the steps below to report and track a complaint using the in-app Customer Care Management (CCM) feature

Step 1:

• Open the Report a Complaint screen to log an issue.

• Complaints can be submitted whether you are signed in or not. You have to enter the account number while submitting the complaint.

Step 2:

• Enter all the details about the issue.

• You can either type the description or record a short audio note by holding the microphone icon.

Step 3:

• Attach any supporting screenshots, images, or documents to help explain the issue.

• You can edit the attachment according to your requirement

Step 4:

• Tap Submit to send your complaint.

• A confirmation message will appear once your complaint has been received and logged successfully.

Viewing Submitted Complaints

To view, track, and communicate about your submitted complaints follow the steps below.

Step 1:

• Go to the Complaints section from the main menu to see all your reported issues.

Step 2:

• Tap on a complaint to open its detailed view. Each complaint appears with its title, summary, and timestamp.

All complaints display one of the following statuses:

• Received: Complaint has been logged and acknowledged.
• In Progress: The assigned team is currently reviewing or resolving the issue.
• Resolved: The issue has been successfully addressed and closed.

Step 3:

• Chat directly with the developer or support agent to discuss updates or provide more information.

Once a complaint is resolved, you will receive an in-app notification and can view resolution comments added by the agent as well.

Web Dashboard

The CCM dashboard provides a centralized Tickets Overview screen to monitor complaint progress. Key data points include:

• Ticket ID: A unique identifier for each complaint
• Category: Selected from predefined categories
• Status: Reflects the complaint’s lifecycle stage
• Assigned Team: Indicates the responsible team.
• Turnaround Time (TAT): Tracks pending resolution deadlines.

Creating a Complaint

Select the ticket ID

To submit a complaint, follow these steps:

• Enter your device ID and account number.
• Select the complaint title from predefined categories.
• Specify the type (complaint or suggestion) and provide a detailed description, optionally attaching screenshots.
• Select the platform, device brand, and model.
• Optionally include the app’s version number.
• Submit the complaint to generate a Ticket ID, which will appear in the "My Complaints" section.

Mobile Complaint View (With Integration)

To view, select the ticket in the tickets section and open it by clicking the Ticket ID.

Overview

Ticket Header

Shows the ticket’s basic identifying information, such as a title, reference IDs, and a brief problem summary. Also includes the date/time it was logged and a timer or turnaround time indicator for tracking resolution progress.

Ticket Controls & Status

Indicates who the issue is assigned to and the current status (e.g., Open, In Progress, Resolved). Provides action buttons to save updates or move to the next ticket.

Information Tabs

Allows switching between different views of the ticket, such as:

• Main details and description of the issue


• Repro steps to reproduce the problem


• Activity or updating history


• Console logs for troubleshooting

Ticket Details

The core section where ticket-specific content is shown, such as:

• Screenshots or visual references of the issue
• Audio notes or recorded explanations
• Tags for categorizing the issue
• Additional media attachments like videos or documents

Environment Details

Provides technical context about where the issue occurred, such as:

• Device brand and model
• App version or build number
• Operating system/platform version
• Screen resolution and other hardware details
• Available memory, storage, and battery level

Comments Section

A dedicated space for team members to add notes, updates, or feedback related to the ticket, with timestamps and user identification. Includes a field to post new comments and options to manage existing ones.

In the My Complaints section on iOS:

• View Complaint Details: Ticket ID, status, assigned team, logs.
• Add Comments: You can comment on your complaint; agents can reply.
• Delete Own Comments: Possible for user comments only.
• Logs: System and custom logs visible for iOS complaints.

Mobile Complaint View (Without Integration)

If integration with the Fusion Core is not enabled:

• Some metadata may not be shown.
• Placeholder complaint details will still be visible.

Access Control & Roles (Team Creation)

Roles in CCM:

• Admin: Full access (create/assign complaints, manage teams).
• Member: May create and view complaints.
• Designers: Can review and assign complaints to resolution teams.
• Developers: Can review and assign complaints to resolution teams.

Creating a Role

• Navigate to Access Control → Create Role.
• Define role permissions according to your requirements.
• Define the expected response or resolution time for tasks assigned to this role. Enter in hours and minutes.
• Add one or more email addresses and specify the TAT% at which an escalation should trigger.


• Expand each section to assign specific permissions to determine which areas and actions the role can access.

Inviting a Role

• Assign the created role to a team member via the Invite Role option.


• From the Select Role dropdown, choose the predefined role that determines the access level for the invited members.


• Select one or more workspaces where the invited members will be added
• Under Add Participants, enter the email addresses of users you wish to invite.

Removing a Team Member

• Only Admins can remove members from existing workspaces.


• Ensure no active complaints are assigned to them before removal.