How does complaint handling keep moving after the first reply?
Complaint handling stalls after the first reply; Bombos tracks each complaint from the first report to the resolution, flags what is stalling and gets every follow-up message ready as a draft for you to review.
Works in your own Outlook, next to your own software.
Tracking complaints is the first task; a team that lets nothing stall can serve more customers, and serve them better, with the same people.
This is how it goes now, and how it goes with Bombos.
The angry email gets answered and then forgotten, until the customer cancels.
You reply that same afternoon, politely and completely, and then the email disappears from view. You told the resident you would discuss the complaint with the contractor, but that promise has not yet been kept. To prepare a follow-up, you reread the exchange and put the maintenance order in Convect beside it. If the work awaits a decision from the owners' meeting, that also has to appear in the reply.
Every complaint is tracked until there is a resolution, and if things go quiet, you get a nudge.
The follow-up to the answered complaint is ready. Bombos reads the email exchange, looks up the resident details and maintenance order, and prepares a draft message with the reason attached. You review and send it. Bombos then tracks the complaint until it is resolved: it reads the contractor's replies, nudges you when needed and prepares each next message as a draft. If information is missing, Bombos asks you.
After three months, no complaint stalls after the first reply. Every case has an owner and a next step, and the customer hears from you on time. Your team no longer has to remember who is waiting for what. That attention goes back to the work itself, so your firm can serve more customers with the same people.
What's ready for you then
- No complaint stalls after the first reply
- A nudge when a colleague or contractor goes quiet
- The next customer update is already prepared
- Every complaint stays open until it is resolved
Where do you see that?
On the list of suggestions in Bombos you see the follow-up message next to the complaint. Next to the suggestion sit the reason and the status "ready for you" or "waiting on your input". There you review the earlier correspondence, the maintenance order details and the draft reply. Your software does not need to be open for that. The status is about the work Bombos is preparing, not about whether the complaint is already resolved.
Every action with an effect outside Bombos is recorded in a log you can look through. For a complaint, that shows what happened after you approved the follow-up message. The draft might state, for example, that you are still waiting on the contractor. Once their reply comes in, you read it at the next suggestion. That way you can check whether the follow-up fits what the resident already heard from you.
How does it start?
In the first week, in a setup conversation of about an hour, we discuss together which inbox receives complaints and which software holds the maintenance orders. We go through a complaint that has already been answered: what did you promise, where does the contractor's reply sit, and who keeps an eye on the follow-up? You point out what information is needed for that and give access to those systems. You keep using your own email and software, with no move and no course, even if you do not work with computers much.
After that conversation, Bombos puts preparing follow-up messages live. Every task type starts at "proposing". A correction to the agreement used becomes the rule for the next message about the complaint. Without that explanation, Bombos does not learn how you judge the handling. Once this preparation has gone well for a while, you choose "run after approval" or "run on its own" per task type, with the log alongside it. Outgoing messages to the resident or contractor still need approval.
The rules for tracking complaints go in as settings, without custom work. After three months, no complaint stalls after the first reply. We start with the complaint we went through together. Complaints are the first task, not the whole offer: after that your own office teaches Bombos the next task.
Keep customers without adding people.
A customer does not remember the first reply to a complaint. They remember what happened next. Keeping watch over that follow-up takes attention, and at a fast-growing firm it is often the first thing to slip. You do not want to add people just to keep track of it all. With Bombos, your team does more work, of a higher quality, with the same people.
After complaints, your team teaches Bombos the next task. No technical knowledge is needed. You explain what needs to change just as you would explain it to a coworker, and your people learn to work with AI as they go. We help with the first step, and we do not want you to have to keep coming back to us.
Bombos costs less than half a day a week of the person you would otherwise hire. Leave your number and we will call you back to talk through your situation.
What Bombos does, in three steps
It reads what comes in
An email, a message, a photo or a PDF: Bombos reads it, looks up the client and the details in the systems you already have, and sees what is missing.
It drafts the work, you approve it
The proposal sits on one list with the reasoning next to it. You read it, adjust it and approve. Only then is anything sent, booked or filed.
It remembers what you decide
Every correction becomes the rule for next time. Once a kind of task has gone well for a while, you hand it over step by step, and you check the log afterwards.
What can Bombos not do here today?
Bombos does not decide whether a repair can go ahead when it still needs a decision from the owners' meeting. Whatever is not in the reachable email or your software, Bombos does not know. That also applies to an agreement you made with the contractor by phone. That is why Bombos can interview you: it asks what you agreed and what you are still waiting on. You go through that information together, so the follow-up message fits the conversation.
Bombos never sends messages to third parties without prior approval from a staff member, through any channel. For a complaint that limit stays technically enforced. You cannot switch it off yourself; only Bombos can, at your explicit request and at your own risk. When in doubt, Bombos puts the situation to you. A suggestion can be wrong; reviewing the resident's details and the next step stays necessary before anything happens with it. With a complaint, what matters most is what happens after that tidy first reply.