Complaint Management Software for UAE Organisations, With SLA Visibility
One Connected Platform for the Entire Complaint Process
Quereva by iTrobes is complaint management software for organisations in the UAE and the GCC. Customers raise and track complaints through a public portal with a tracking ID, while your team works them as tickets by department and priority, with SLA alerts for cases due soon or breached.
- Easy complaint submission and tracking
- One workspace for every complaint
- Work organized by department and priority
- Due-soon and breached cases spotted early
- Fewer customers chasing status updates
- Customer and team views kept separate
What Goes Wrong Without a Complaint System
Complaint handling is more than collecting feedback. Without one place to receive, organize and monitor complaints, cases slip and customers are left asking for updates.
- Complaints arriving by email, phone and walk-in
- Customers calling to ask for status updates
- Tickets sitting unassigned with no clear owner
- SLA deadlines missed without warning
- No record of who changed what, and when
- Reports compiled by hand at month-end
Quereva: Email, Phone Calls, Spreadsheets, Walk-ins, Shared Inboxes, Paper Forms
Complete Complaint Management Modules
From the customer portal to SLA monitoring and reporting, every part of the complaint process in one place.
Simple from the First Step
A focused public portal where customers report complaints, attach supporting files and track progress with their Tracking ID and email address, without creating an account. Need it connected to your CRM or website? Our software development team can integrate it.
Complaint Form
- Name, email and mobile
- Department, issue type
- Subject and description
- Supporting attachments
For Customers
- Tracking ID on submit
- Relevant issue types
- No customer account required
How Customers Track
- Enter the Tracking ID
- Enter submission email
- See the latest status and updates
Internal Ticket & Queue Management
Give internal teams a structured place to manage complaints as tickets and organize operational work.
Ticket Management
- Centralized Tickets area
- New ticket creation
- Complaint status management
- Priority management
- Escalation visibility
Queue Filters
- Department
- Status
- Escalated cases
- Priority
See the Workload and the Cases That Need Action
The dashboard brings key complaint and service-level indicators into view, so teams spot due-soon and breached cases early.
SLA Indicators
- Open Now
- Due Soon
- Breached
- Resolved
- SLA Compliance
Action Areas
- SLA Action Items
- Recent Tickets
- Quick Actions
- Needs Attention
Adapt the Complaint Process to Your Organization
Dedicated configuration areas for the settings that shape your complaint process. Issue types are linked to departments, so customers see only the relevant options.
People & Structure
- User Management
- Department Configuration
- Issue Types
- Priorities
Service Levels & System
- SLA Metrics
- Email Templates
- System Parameters
Notifications, Audit and Reporting
Complaint and operational notifications, a dedicated audit trail, reporting aligned with complaint activity and SLA information, and company settings in one place.
Notifications
- Complaint-related notifications
- Operational notifications
- Configurable email templates
Audit Trail
- Audit information
- Operational activity
- One dedicated area
Reports & Analytics
- Operational reporting
- Complaint activity insight
- SLA information
Company Profile
- Organization-level company information
- Company settings in one area
Three Sides of Quereva
Customer Portal
For the people raising a complaint, on any device.
Team Workspace
For the people resolving complaints day to day.
Administration
For the people who set up the process and review it.
How the Complaint Journey Works
One connected journey, from customer submission to internal management, SLA visibility and reporting.
- 01 Submit
- 02 Receive a Tracking ID
- 03 Track
- 04 Manage
- 05 Monitor
- 06 Stay informed
- 07 Configure and review
Designed for Service-Oriented Industries
A configurable complaint structure for customer-centric organizations.
- Insurance
- Banking & Financial Services
- Healthcare
- Telecommunications
- Retail & E-Commerce
- Government & Public Services
- Hospitality & Travel
- Education
- Utilities
Why Quereva?
Built for Complaint Handling
Departments, issue types, priorities and SLAs are part of the product, not add-ons.
Fits Your Process
Shaped around how your organization already handles complaints.
Personalized Demo First
See it with your own departments and issue types before you decide.
A Team in the Region
Set-up, training and support from iTrobes, in your time zone.
Track Every Complaint to Resolution
Frequently Asked Questions
What is a complaint management system?
A system that helps organizations receive, track, manage and report on customer complaints through a structured process.
What happens in the demo?
Our team learns your requirements first, then arranges a personalized product demonstration around your own process.
How long does it take to get started?
It depends on how many departments, issue types and SLA rules you need. In the demo we map how you handle complaints today and give you a written set-up plan with a target go-live date.
How does a complaint management system improve customer service?
A complaint management system helps businesses organise customer complaints, assign tickets to the right teams and track progress until resolution. It also helps teams monitor deadlines and keep customers informed about updates.
Can Quereva help businesses monitor complaint resolution deadlines?
Yes. Quereva includes SLA monitoring indicators that help teams identify complaints that are due soon or have breached their deadlines. Its dashboard also provides visibility into open, resolved and pending cases.
Can Quereva support complaint management for businesses in Dubai, the UAE and the GCC?
Yes. Quereva runs in a web browser and works the same for teams in Dubai, elsewhere in the UAE or across the GCC. Departments, issue types, priorities and SLA targets are set up to match your organisation.
Bring More Clarity to Complaint Tracking
Tell us about your organization and our team will arrange a personalized product demonstration.