How does Planfix help us meet SLAs in microfinance?

Planfix turns every borrower message into a task and starts the SLA clock instantly. You classify the case, set urgency, and route it to the right branch or unit. Supervisors see timed lists of overdue and escalated items, so nothing slips. All comments, files, and approvals are logged, which makes SLA proofing straightforward during audits.

Can branches and the call center work in the same case?

Yes. The call center, service desk, and branches can work inside the same task. Planner boards, rule-based lists, and status sets separate workloads, while the Chronicle keeps a single conversation and file history. That way head office monitors sensitive complaints, and branches still resolve local issues without breaking the audit trail or duplicating cards.

What about regulators and audits?

Every case gets an ID, timestamps, user actions, comments, and attached documents. Approvals can be scripted, so you always know who signed off and when. During a regulator request you simply filter and export the needed cases. Because all channels are merged into one record, you do not have to collect screenshots or reconstruct timelines manually.

Can we start small and grow later?

You can begin with turning messengers and email into tasks, which already stops complaint loss. Then add classification, SLAs, and supervisor boards. Later, you can enable AI agents, approvals, and custom reports. Planfix is no code, so you can roll out features gradually without rebuilding the whole service desk or involving developers.

Microfinance Inquiry and Complaint Management Software

Manage Every Channel as a Task

Turn WhatsApp, Viber, Facebook, web, branches, and call center inputs into monitored tasks. See borrower, loan, and SLA in one record. Auto triage to the right unit and keep the full history for audits.

Channel to task

Channel to Task

All borrower messages become tasks with borrower and loan context attached for reporting and SLAs.

Planner Boards

Conditional boards show new, overdue, escalated, and sensitive cases without copying cards for supervisors and branches.

AI Agents

AI Dataminer pulls borrower details from messy chats, so operators retype less and fields stay clean.

Audit Trail

Chronicle logs comments, files, approvals, and script actions in order for regulators, showing who did what and when.

Standard Service Flow

Run a repeatable intake-to-resolution flow for every inquiry or complaint. Capture, classify, register, acknowledge, route, monitor, and close in the same case. Each step stays auditable and visible to supervisors.

Process setup

Capture and Identify

Classify and Set SLA

Route, Monitor, Escalate

Resolve and Learn

Capture and Identify

Turn email, messengers, forms, telephony, and branch inputs into tasks.

Match phone or account to the borrower automatically.

Attach message content and files directly to the case.

Connect channels

Classify and Set SLA

Mark as inquiry, complaint, or sensitive with custom fields.

Automations set timers and priorities per product.

Start the SLA clock when the task is created.

Automation in Planfix

Route, Monitor, Escalate

Planner moves cases to branches or back office with drag and drop.

Rule-based lists show overdue and stalled items.

Supervisors track approvals, comments, and missing documents.

Planner board

Resolve and Learn

Store decisions, approvals, and corrections in the task.

Send the final answer in the original channel.

Tag root causes and report to lower repeat complaints.

Reporting

Show It to Supervisors

Supervisors get one Planner board with every active complaint grouped by status, owner, or severity. Inside the case they see the full conversation, files, and system actions. That becomes the audit trail.

Chronicle view