PQRS Software and Customer Service System in Colombia
Self-hosted Ticketing System to comply with the SIC
Centralize requests and complaints. Comply with SIC regulations and build customer loyalty without paying per-user licensing fees.
At Damos, we implement self-hosted ticketing and PQRS (Petitions, Complaints, Claims, and Suggestions) systems. We design robust platforms for clinics, schools, and companies that need to offer traceable service to their end consumers, ensuring legal compliance in Colombia and improving corporate reputation without hidden costs.
What does corporate PQRS software manage?
Guarantee your users' constitutional right to submit formal requests, organizing your internal operations.
P
Petitions
Requests for information, document copies, or requirements regarding the provision of your services.
Q
Complaints
Dissatisfaction from your buyers or patients regarding the service received from your team.
R
Claims
Formal objections regarding financial situations, billing, or defective technical procedures.
S
Suggestions
Constructive proposals aimed at the continuous improvement of your operational processes.
Power and control for your support team
Developed on robust technology (Laravel), it offers an intuitive user experience and precise metrics for management.
Unified Real-Time Dashboard
Management dashboard with charts of open, in-progress, and overdue tickets. Visualize monthly volume and agent performance instantly.
Quick Registration (Unique ID)
Optimized forms for mobile devices. Customers register their case, attach supporting documents, and receive a unique ID via email to check its status without calling your company.
Absolute Traceability
Unalterable logbook: records dates, agents involved, and private internal notes to prevent leaks of sensitive information between departments.
Categories and Service Agreements
Classify tickets by location, department, or severity. Define priorities to optimize response times and meet your service level agreements (SLAs).
Automatic Notifications
Automated emails with your brand identity to confirm registration, status changes, and final resolution. Reduce customer anxiety.
Agent Roles and Permissions
Full control over access. Add unlimited agents (at no extra cost) and define who can view, respond to, or audit cases from each area.
Advanced Modules and Regulatory Compliance
Our solution is scalable. We enable modules according to your company's customer service maturity:
- Knowledge Base (FAQs): Publish guides and frequently asked questions so users can self-manage before opening a ticket.
- Live Chat: Connect the system with real-time chat modules, recording the conversation as a formal ticket.
- Backups (AWS): Integration with cloud infrastructure to ensure data custody before regulatory bodies.
- AI Integration: Automatic ticket assignment by keywords and response suggestions for your agents.
Avoid SIC sanctions
Centralizing management ensures you meet legal deadlines required in Colombia. You will have unalterable evidence to respond to legal requirements and government inspections.
Frequently Asked Questions about the PQRS System
Do I have to pay a monthly fee for each customer service representative?
No. Unlike solutions like Zendesk or Freshdesk, our system is self-hosted and has a perpetual license. You acquire the technological implementation once, and you can create 5, 50, or 100 agents without paying additional per-user fees. Your only recurring annual cost will be web hosting.
Can it be integrated with my current website?
Yes. We can embed the PQRS registration forms directly into your corporate website (whether it's built on our CMS, WordPress, or another system), ensuring a seamless user experience under your brand identity.
Is it suitable for schools or clinics?
Absolutely. The system allows for the creation of custom fields in the forms. If you are a school, we can add fields like "Student Grade"; if you are a clinic, "Medical Record Number." It adapts to the structure of any B2B or B2C organization.
Protect your company's reputation and comply with the law without per-user costs.
Standardize customer service, audit your support team, and build loyalty with your customers with your own platform.
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