EcofyxOperational area
Customer service
Ready-to-use application
Customer service and after-sales
Record customer service, complaints, queues and satisfaction surveys in one connected workflow.
What this template is designed to organize
Record customer service, complaints, queues and satisfaction surveys in one connected workflow.
Connected structure
4 forms connected to the same Ecofyx operation and record history.
Template profile
Ready-to-use application
What comes with this template
Add this template to an Ecofyx operation to keep its forms, records and results together.
Customer service record
Key fields:
- Customer
- Service channel
- Customer issue or request
- Assessment and action taken
- Guidance or response to the customer
- Follow-up deadline
Customer service complaint or request
Key fields:
- Full name
- Phone, WhatsApp or email
- Request or incident type: customer service complaint
- Related location, order, product, unit, property or department
- Describe what happened or the need in detail
- Perceived severity
- Desired solution, deadline or expected next step
Post-service survey
Key fields:
- Customer
- Service, order or ticket number
- Overall satisfaction
- Service quality
- Was the need resolved?
- Customer comments
- May we contact you for follow-up?
Service queue control
Key fields:
- Unit or channel
- Service type
- Wait level
- Queue issue or reason
- Action taken
- Follow-up deadline
How this template organizes the routine
Record customer service, complaints, queues and satisfaction surveys in one connected workflow. The structure centralizes records, reduces parallel controls and keeps follow-up in the same operational context.
Information capture
Use the included forms to collect the information needed for this routine.
Operational view
Operational table on desktop and equivalent cards on mobile, with record history and row-level actions.
History and results
Review previous records, follow progress and view results in the same operation.
Dashboard and operational follow-up
Review the records, filters and indicators available to follow this routine.
Customer service and after-sales
Operational table on desktop and equivalent cards on mobile, with record history and row-level actions.
Available filters
StatusCaseOwner
Visible dashboard columns
- Case
- Client
- Subject
- Status
- Priority
- Owner
Headline metrics
Use these indicators to follow activity, progress and items that need attention.
Service records this month
Complaints this month
Pending service cases
Completed surveys
Available actions
Open the relevant form or take the next step from the dashboard. Available actions depend on the record and your access.
- New request or complaint
- Record customer service interaction
- Record satisfaction survey
- Record queue status
- Update request
Attention points
Check these alerts to identify records that may need follow-up.
- Urgent service request
- Follow-up overdue
Operational workflow
Review the available statuses and the actions that move a record from one status to another.
Customer request workflow
Received→Under review→Waiting for information→Completed→Cancelled
- Start reviewReceived → Under review
- Request informationUnder review → Waiting for information
- Resume reviewWaiting for information → Under review
- Complete customer serviceUnder review → Completed
What you can customize
Use the ready structure as a starting point and adjust the elements that are safe to edit for your operation.
Fields and options
Adjust labels, required answers, alternatives and safe extra fields according to the real need.
Identity and access
Configure the operation name, description, team and permissions. Public-page identity can be adjusted when the template includes that resource.
Use and follow-up
Use dashboards, history, filters and exports according to the resources enabled for the template.
Questions about this template
Review the most common questions before using this structure.
What is the Customer service and after-sales template for?
Record customer service, complaints, queues and satisfaction surveys in one connected workflow.
Which forms are included in this template?
Customer service record, Customer service complaint or request, Post-service survey, Service queue control.
How are records organized in Ecofyx?
Data is organized in the Customer service and after-sales dashboard, with an operational list, history and follow-up tools adapted for desktop and mobile.
Does this template include a public page?
A public page is included and required to start the external process. The planned entry form is “Customer service complaint or issue request”. Visitors can track the request by protocol when that feature is enabled.
Can I customize this template for my organization?
Yes. You can install the ready structure and adjust the elements that are safe to edit. Protected templates keep their main fields and rules; the available customization options are listed in their settings.
Start with Customer service and after-sales
Ecofyx will take you through the standard flow to choose or create the operation where this template will be used.