Bonrix Software Systems presents a cloud-based B2B Ticket Management System engineered for manufacturers of hardware devices (e.g., POS systems, biometric scanners, smart instruments) operating in complex, multi-tier supply chains. Unlike traditional B2C support models, this solution bridges the visibility gap between manufacturers, their corporate clients (brands, distributors, banks, retailers), and end-point users (branch staff, store managers), creating a transparent, accountable service ecosystem.
Key Innovations:
Four Integrated Portals:
- Admin Portal (Manufacturer): Central control for clients, devices, SLAs, and analytics.
- Staff Portal: For support teams to manage and resolve tickets with full audit trails.
- Corporate Client Portal: Enables brands/distributors to monitor all service tickets from their deployed assets and enforce SLAs.
- Retail/Merchant Portal: Simple interface for frontline users to report issues and track status.
- SLA-Driven Accountability: Formal, contract-based SLAs with real-time tracking and escalation tools empower corporate clients to hold manufacturers accountable—turning service into a competitive advantage.
- B2B vs. B2C Differentiation:
While B2C systems focus on individual ticket resolution, this B2B platform manages business relationships, asset performance, and compliance across an entire client organization.
Real-World Impact:
A bank can instantly track and escalate a failed biometric device at any branch.
A retail chain gains insights into product failure rates and streamlines warranty claims—without manual RMA hassles.
Strategic Value:
This system transforms post-sales support from a cost center into a trust-building, data-driven partnership tool, ensuring uptime, strengthening B2B relationships, and proving service excellence through transparency.
Key Highlights
✅ Unique contact numbers ensure no duplicate merchant accounts
✅ Auto-assignment streamlines complaint distribution
✅ Status auto-updates on first view to prevent manual tracking
✅ Role-based permissions maintain security and workflow integrity
✅ Bulk operations save time for admin user management
✅ Email notifications keep support agents informed instantly
✅ Real-time chat enables seamless collaboration
✅ Feedback system ensures quality control and customer satisfaction tracking
This system provides end-to-end complaint management with clear workflows, automated processes, and comprehensive communication tools.
Bonrix Software Systems, Ahmedabad (Gujarat) - INDIA
+91 94260 45500 | +91 63524 45500 | +91 94290 45500
www.bonrix.co.in | www.bonrix.net | www.bonrix.in
Complaint Management System
End-to-end workflow with automated processes, role-based access, and real-time collaboration
1. Merchant Registration & Authentication
Registration: Merchants register under a Brand Name with a unique Contact Number (no duplicates allowed). Merchant Name can be duplicated.
Login: After registration, merchants log in to access the complaint dashboard.
2. Complaint Creation & Auto-Assignment
Merchants create complaints from their dashboard. Each complaint is automatically assigned to Admin and Support Agent(s) — no manual intervention needed.
3. Complaint Status Workflow
- OPEN → Initial status for all new complaints.
- IN PROCESS → Auto-changed on first view by Admin or Support Agent.
- RESOLVED / CLOSED → Set after resolution by Admin/Support Agent.
- Reopen/Verify: Only Sub-Admin can change Closed → Reopen or Verify.
- Merchant Action: Merchants can only change CLOSED → Reopen.
4. Admin User Management
- ✅ Create single or bulk merchants & support agents
- ✅ Activate/Deactivate accounts instantly
5. Email Notifications
Support agents receive automated emails with complaint details when Admin updates or assigns tickets.
6. Real-Time Communication Panel
WhatsApp-style chat for each ticket with:
- Real-time messaging
- Full message history
- Instant notifications
- Participants: Merchant, Admin, Support Agent, Sub-Admin
7. Feedback System
Merchants can submit feedback only when ticket status is RESOLVED or CLOSED.
Admin views all feedback in a ticket-wise dashboard for quality control.
8. Role-Based Permissions
| Action | Merchant | Support Agent | Admin | Sub-Admin |
|---|---|---|---|---|
| Create Complaint | ✓ | ✗ | ✗ | ✗ |
| View Own/Assigned | ✓ | ✓ | ✓ | ✓ |
| Open → In Process | ✗ | ✓ | ✓ | ✗ |
| In Process → Resolved/Closed | ✗ | ✓ | ✓ | ✗ |
| Closed → Reopen (Self) | ✓ | ✗ | ✗ | ✗ |
| Closed → Reopen/Verify | ✗ | ✗ | ✗ | ✓ |
| Create/Bulk Users | ✗ | ✗ | ✓ | ✗ |
| Submit Feedback | ✓* | ✗ | ✗ | ✗ |
* Only on Resolved/Closed tickets
9. Process Flow
Merchant Registration
Login & Dashboard Access
Create Complaint → Status: OPEN
Auto-assigned to Admin & Support Agent
First View → Status auto-updates to IN PROCESS
Resolution → Status: RESOLVED / CLOSED
Feedback (if eligible) + Optional Reopen by Merchant or Sub-Admin
✅ Unique contact validation • ✅ Auto-status updates • ✅ Bulk user management • ✅ Real-time chat • ✅ SLA-ready workflow
B2B Multi-Party Tracking Use Cases
BANKING
Bank POS & Biometric Devices
Raise: Branch ops / merchants
Monitor: Bank HQ / National Distributor
Service: OEM staff / ASC
Why B2B Tracking? SLA audit across thousands of distributed devices; serial & warranty lifecycle control.
TELECOM
Telecom CPE (ONTs/Routers/Modems)
Raise: Franchise/installer or subscriber via partner portal
Monitor: Circle/National ops + distributor
Service: OEM / authorized partner
Why B2B Tracking? Circle-wise SLA & batch RMA visibility; reduce costly truck rolls.
RETAIL
Retail Chain Scanners, Scales & Printers
Raise: Store manager
Monitor: Corporate retail IT
Service: OEM or city service partner
Why B2B Tracking? Store uptime critical on weekends; track spare rotation & deployment.
HEALTHCARE
Healthcare Diagnostics & Lab Instruments
Raise: Hospital/lab branch
Monitor: Hospital group procurement / biomed team
Service: OEM field engineers
Why B2B Tracking? Compliance + calibration schedules + critical downtime SLAs (e.g., <1hr for ICU devices).
FINTECH
Micro-ATM / AEPS / Merchant Terminals
Raise: Merchant / BC agent
Monitor: Bank/Fintech ops + distributor
Service: OEM / aggregator field team
Why B2B Tracking? Direct cash-flow impact; enforce TAT for KYC validation & repairs.
ENERGY
Smart Meters & Solar Inverters
Raise: Field engineers / consumers via DISCOM
Monitor: Utility / EPC
Service: OEM service partners
Why B2B Tracking? Warranty enforcement, serial-to-site mapping, SLA proof & replacement audit trails.
LOGISTICS
Warehouse Scanners & Rugged Tablets
Raise: Warehouse/Hub supervisor
Monitor: Corporate logistics IT
Service: OEM / AMC partner
Why B2B Tracking? Route-time impact; manage swap pools, DOA tracking & spare inventory sync.
EDUCATION
Education Device Programs (Tablets/Laptops)
Raise: School admin / IT
Monitor: Education board / CSR partner
Service: OEM / ASP
Why B2B Tracking? Cohort-wise warranty, mass incident response, academic-calendar SLAs (e.g., pre-exam readiness).
GOV
e-Governance Kiosks
Raise: District kiosk operator
Monitor: State program office + SI
Service: OEM / System Integrator
Why B2B Tracking? KPI reporting to state; uptime penalties; vendor scorecards for contract renewal.
BANKING
ATM/POS Cash-Handling Components
Raise: CIT / branch technicians
Monitor: Bank channel ops + vendor manager
Service: OEM / service contractor
Why B2B Tracking? Downtime = lost revenue; enforce granular part-level traceability (e.g., cash cassettes, validators).
HOSPITALITY
PMS Terminals & Kiosks
Raise: Property GM / IT
Monitor: Brand corporate tech
Service: OEM / installer
Why B2B Tracking? Guest experience SLA (e.g., check-in <2 mins); proof of firmware compliance across sites.
INDUSTRIAL
Automation Sensors, PLCs & VFDs
Raise: Plant maintenance
Monitor: Corporate engineering
Service: OEM / authorized SI
Why B2B Tracking? Production loss = ₹5L+/hr; serialized spares, MTTR/MTBF analytics for predictive contracts.
FRANCHISE
Franchise Networks (QSR, Salons)
Raise: Franchise owner / manager
Monitor: Franchisor HQ
Service: OEM / vendors under master contract
Why B2B Tracking? Enforce brand-wide SLAs; unify visibility across HVAC, POS, security vendors.
FIELD OPS
Field Force Printers & Mobile POS
Raise: Field agent supervisor
Monitor: Corporate sales ops
Service: OEM / AMC vendor
Why B2B Tracking? Route completion KPIs; swap pool analytics & consumables (paper/ink) lifecycle control.
PHARMA
Cold-Chain IoT Loggers
Raise: Warehouse / vehicle ops
Monitor: Cold-chain NOC
Service: OEM / installer
Why B2B Tracking? FDA/GMP compliance; excursion alerts + full RMA-to-recalibration audit trail.
CONSTRUCTION
Rental Equipment Telematics
Raise: Site manager
Monitor: Corporate asset control
Service: OEM / rental maint. crew
Why B2B Tracking? High-value asset protection; downtime penalties; warranty proof for wear parts.
AUTOMOTIVE
Dealership Diagnostic Tools
Raise: Dealer workshop head
Monitor: OEM regional office
Service: OEM tool vendor
Why B2B Tracking? Campaigns/recalls demand 100% tool uptime; calibration & software version sync.
SECURITY
CCTV & Access Control Systems
Raise: Facility manager
Monitor: Corporate security / IT
Service: OEM / SI partner
Why B2B Tracking? Incident risk mitigation; SLA for critical sites; full device chain-of-custody.
COMPLIANCE
Pharma Calibration & AMC
Raise: Lab / factory QA
Monitor: Corporate quality / regulatory
Service: OEM / calibration lab
Why B2B Tracking? Audit-proof certificate expiry alerts; serialized asset history for ISO/FDA audits.
AVIATION
Ground-Support Electronics
Raise: Ground ops
Monitor: Airline engineering / vendor mgmt
Service: OEM / ASP
Why B2B Tracking? Airside SLAs (e.g., <15-min turnaround); safety compliance; escalation matrix enforcement.
HEAVY INDUSTRY
Mining & Oilfield Sensors
Raise: Site HSE / maintenance
Monitor: Corporate operations
Service: OEM field teams
Why B2B Tracking? Harsh-environment failures demand rapid MTTR; spares logistics across remote sites.
SMART CITY
Utility Kiosks & Smart Devices
Raise: Ward office / vendor kiosk
Monitor: City PMU / SI
Service: OEM / managed services
Why B2B Tracking? Tender SLA dashboards; public service uptime reporting (e.g., 99.5%); citizen complaint linkage.
SUPPLY CHAIN
Distributor RMA/Reverse Logistics
Raise: Retailer / branch returns
Monitor: National distributor
Service: OEM RMA center
Why B2B Tracking? Batch recall coordination; DOA root-cause analysis; turnaround KPI by channel partner.
LAB
Test & Measurement Instruments
Raise: Lab manager
Monitor: Corporate QA / Engineering
Service: OEM / authorized lab
Why B2B Tracking? Metrology traceability; AMC renewal triggers; warranty linkage to calibration cycles.
MOBILITY
Smart Parking & EV Chargers
Raise: Site operator
Monitor: City / utility / CPMS provider
Service: OEM / SI technicians
Why B2B Tracking? Revenue loss per downtime hour; firmware compliance; part-swap audit for subsidy claims.
| 📄 File Name | 🔗 Download |
|---|---|
| PDF For Bonrix B2B Ticket Management System |
📥 Download PDF
|
×
![Enlarged view]()
B2B Ticket Management System Explained
Cloud-Based Complaint Tracking for Manufacturers & Corporates
Bonrix Software Systems delivers a cloud-based B2B Ticket Management platform designed for manufacturers, corporates, distributors, and merchants.
Centralize complaints, enforce SLAs, and give every stakeholder real-time visibility—from branch to OEM.
Role-based portals: Admin (SLA & audit), Staff (resolution & proofs), Corporate/Distributor (monitor & escalate), Merchant (raise & track).
Ideal for banks, retail chains, healthcare labs, and telecom where devices are deployed across many locations.
Key benefits: Transparency (live status), Accountability (vendor scorecards), Efficiency (faster MTTR), Scalability (10 to 10,000 devices).
Track warranty/RMA, parts usage, and engineer activity with audit-ready logs and evidence attachments.
SLA dashboards highlight risks before they escalate; automated alerts keep teams aligned.
Integrates easily with your existing systems; simple onboarding for branches, outlets, and field teams.
Bottom line: B2B-first ticketing that reduces downtime, improves service quality, and builds customer trust.
Transforming B2B Support with Multi-Tier Ticket Management
For Manufacturers, Corporates & Distributors
Bonrix B2B Ticket Management System provides a unified platform for managing device complaints across manufacturers, corporates, distributors, and merchants.
Each level gets its own portal — Merchant can raise tickets, Corporate HQ monitors SLA, and OEM teams resolve issues with full traceability.
Every ticket logs device serial number, location, engineer actions, closure proofs, and parts usage — ensuring complete accountability.
Real-time dashboards allow corporate clients to track performance, vendor compliance, and breakdown patterns across locations.
The system eliminates Whatsapp follow-ups, email chains, and phone-call escalations — giving clear ownership and faster resolution.
Works seamlessly for Banking, Retail Chains, Hospitals, Logistics Networks, and Telecom Device Deployments.
Outcome: Faster MTTR, improved service reliability, and stronger business relationships built on transparency and trust.
Serial-to-SLA: Cut B2B Electronics Penalties by 89%
B2B Cloud Ticket System for Manufacturers
Bonrix B2B Ticket Management links every ticket to a device serial number and enforces SLA at each step.
Role-based portals give Manufacturers, Corporate HQ, Field Staff, and Admins clear ownership and visibility.
Merchants raise tickets in seconds (QR/serial), while HQ tracks live status, breaches, and escalations.
Engineers log actions, parts, geo-proof, and closure photos—creating an audit-ready trail.
Dashboards highlight risk, SLA clocks, and vendor performance across branches and regions.
Automation replaces email/phone follow-ups with alerts, escalations, and closure summaries.
Ideal for banking POS, retail chains, healthcare devices, and industrial IoT deployments.
Outcome: faster MTTR, fewer SLA penalties, higher uptime, and predictable service quality.
Bottom line: a serial-to-SLA pipeline that turns service from cost center into a trust advantage.
How B2B Companies Are Saving Millions with Bonrix
Revolutionary Ticket Management for Multi-Tier Ecosystems
Bonrix B2B Ticket Management is designed for device-based businesses where complaints flow through Dealers, Corporate HQs, Distributors, and OEMs.
The system connects every ticket to the exact serial number, warranty status, SLA timeline, and location.
Merchants and Branches raise tickets instantly (QR/Serial). Corporate teams track SLA. Engineers resolve with proof. Manufacturers maintain audit trails.
Dashboards show pending, in-progress, breached, and escalated tickets across regions and clients — in real time.
No more WhatsApp follow-ups, email forwarding chains, or invisible responsibility gaps.
Works best for Banks, Retail Chains, Healthcare Networks, POS Device Vendors, Payment Terminal OEMs, and Industrial IoT Manufacturers.
Companies using Bonrix report 40–90% SLA improvement and significant reduction in penalties & downtime.
Result: Faster resolutions. Lower operating cost. Stronger partnerships. Higher trust.
