Close the Loop
Our flagship complaint management and ticketing platform. Track, escalate, and resolve customer issues in real-time with intelligent routing and automated workflows.
What is Close the Loop?
Close the Loop is MRM's proprietary ticketing and complaint management platform, designed specifically for African businesses that need to track, manage, and resolve customer issues at scale.
Unlike generic ticketing systems, Close the Loop was built from the ground up to handle the unique challenges of multi-location, multi-channel customer support in emerging markets.
Core Features
Multi-Channel Capture
Complaints submitted via QR code, web form, WhatsApp, email, SMS, or phone are automatically logged and routed to the right team.
Auto-Escalation
Intelligent rules automatically escalate unresolved issues to management based on severity, SLA breaches, or customer VIP status.
Live Dashboards
Real-time visibility into complaint volumes, resolution times, team performance, and recurring issue patterns.
Team Assignment
Automatic routing to the correct department, location, or individual based on issue type, customer segment, or custom rules.
SMS & Email Alerts
Instant notifications to responsible teams when new issues arrive or SLAs are at risk of being breached.
AI-Ready Infrastructure
Built to integrate with AI tools for sentiment analysis, auto-categorization, and predictive escalation.
Mobile-First Design
Field teams can log and resolve issues directly from smartphones, even in low-connectivity areas.
POPI/GDPR Compliant
Full data privacy compliance built in, with secure data storage and encrypted transmission.
CRM Integration
Integrates with Salesforce, SAP, Microsoft Dynamics, and custom CRM systems via API.
CRM Integration
Close the Loop connects seamlessly with your existing CRM and business systems, so your teams work from a single source of truth.
API Integration
Seamlessly connects with Salesforce, SAP, Microsoft Dynamics, HubSpot, and custom CRM platforms through secure API connections.
Legacy Data Support
Works with existing company databases and legacy systems. No need to migrate or rebuild your current infrastructure.
Real-Time Sync
Customer data, feedback, and ticket status sync automatically between Close the Loop and your CRM in real-time.
Ready to Close the Loop on Customer Feedback?
Let's show you how our platform can transform your complaint management and customer resolution process.
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