Field operations
We do not just reply, we turn it into operations.
Replying is the first step. Agg-Agent turns every complaint into a field-facing operational task with an owner, an SLA and resolution tracking. Your regional manager sees the escalation on their phone and manages it from there.
LiveKanban, SLA and recurrence analysis.
What it does
Tasks open by themselves for low-rated reviews; if the problem recurs in the following weeks it is added to the same record, not counted as a separate case.
Tasks and SLA
- Live operations board
- Track every branch's tasks live across Open, In progress, Escalated and Resolved columns.
- SLA matrix by category
- Target resolution time, priority, task threshold and recurrence window are defined per category: hygiene, kitchen, order, courier.
- Escalation
- When the deadline passes the task moves up a level; who took it over and when is recorded.
Measurement
- SLA compliance and performance
- Share of tasks closed on time, median resolution time, recurrence rate and permanently fixed cases.
- Recurrence and case analysis
- Cases recurring in the same branch and category are detected; chronic problems are mapped.
Why it is different
A complaint gets an owner.
A review that is answered and closed does not fall behind; it becomes work with an owner and a due date from the start.
A chronic problem does not look isolated.
A complaint recurring within the window is added to the same record; which branch repeats what becomes visible.
You stay accountable as you scale.
The number of sites should not be the ceiling on service quality; what makes that possible is visibility.
Start with one pilot brand.
Let us watch, in one pilot brand, how field tasks open, close and how recurrence is caught.