The service desk is where loyalty is made or lost. Every channel a customer reaches you on — email, ticket portal, phone, WhatsApp, AI chat — lands in one queue with the right SLA, the right RM, and the customer's full history. Snags don't slip through possession; defects route to the right contractor automatically; angry customers get spotted before they call again. The tool your customer care team will actually like using.
Customers don't think in channels. They send an email on Monday, raise a ticket on the app on Tuesday, call you on Wednesday, ping the AI chat on Thursday — about the same problem. Most support tools treat each as a separate ticket. Farvision threads them all into one customer record, with full history visible to whoever picks up next. The customer doesn't repeat themselves; your agents look prepared.
Every customer has a named CRO — their face of the company since booking. But not every ticket needs the CRO personally. A snag goes to the snag team, a bank NOC goes to the bank coordinator, a billing query is handled by AI chat. Smart routing decides who *works* the ticket; the CRO stays the customer's *face* — always notified, always able to step in. The ticket bouncing between teams while the customer waits is over. Routing happens in 12 seconds.
The most differentiated pillar of the CRM is also the most physical one. The handover team walks the unit with a tablet or phone in hand. They tap a room on the live floor plan, the camera opens, they shoot the chipped tile, the misaligned door, the seeping ceiling — defect type tagged, severity flagged, location pin-dropped on the plan. The repair team gets a work-order with the photo and the exact room location. No "near the kitchen window" guesswork. The visual evidence ensures the right contractor fixes the right defect the first time. Customers can also raise post-handover snags from their app — same engine, same flow.
A leaky faucet doesn't go to the carpenter. A misaligned door doesn't go to the plumber. Farvision maps every defect type to the right contractor in your roster, sends them the work-order with photos and tenant access window, tracks their response time, and feeds the data back into a contractor scorecard that drives next quarter's vendor reviews.
At the moment of booking, every customer is assigned a Customer Relationship Officer — the named human who becomes the face of your firm for the next thirty-six months and beyond. The CRO picks up their first call, replies to their first email, walks them through their first demand letter, congratulates them on possession. The relationship is deep because the human stays the same. The CRO's workspace is built for that depth — full customer 360°, AI-extracted reasons, suggested replies grounded in the customer's record, one-click attach for ledgers and statements without leaving the screen, payment ageing visible, behavioural credit rating in front. Specialists handle the specialty work; the CRO never disappears.
"Where is my receipt?" "When is the next demand?" "Can I see the floor plan?" "What's the GST on my unit?" These are the questions that make up nearly half of all support tickets — and they're all answerable from the customer's own record. Farvision's AI chat, embedded in the customer app and web portal, resolves these without an agent in the loop. Knowledge base articles handle the rest. Agents only touch the genuinely complicated cases.
The squeaky wheel deserves the grease — and the system to detect the squeak. Farvision's sentiment classifier reads every email, every chat message, every call transcription and tags the ticket with sentiment. Frustrated, angry, threatening-to-cancel — all get the priority treatment. The agent gets the context. The CRO gets the alert. The customer gets answered before they call again.
Every conversation, every resolution, every five-star and one-star rating feeds back into a live analytics view. The CRO sees CSAT trending. The CFO sees the cost-per-ticket. The Operations head sees which contractor is causing re-work. Knowledge gaps get authored into KB articles. Repeat issues get root-cause flagged. The system gets smarter every quarter.
The customer doesn't have to leave your white-labelled app to get help. The same support engine powers the chat icon in their phone app, the help button on the customer portal, the WhatsApp business number on their email signature, and the email auto-responder for support@yourbrand.com. Every channel, same record, same brand. The support experience is part of your brand identity, not a Farvision pop-up.
Lands as a ticket · attachments preserved · auto-acknowledged · replies threaded.
Raise from phone · attach photos · status visible · push-notified resolution.
Calls recorded, transcribed · IVR-routed · attached to customer record automatically.
2-way · media handling · bot triage before agent · branded sender.
Customer-record-aware · grounded answers · seamless escalation to human if needed · multi-language.
At booking, every customer gets a Customer Relationship Officer assigned for life-of-relationship. The Support Head and CRM Head see each CRO's entire portfolio at a glance — who's overloaded, whose customers are happiest, who needs help.
The patterns the support queue uncovers are the most valuable QA data your firm has. Recurring snag types, recurring billing confusions, recurring customer questions about the same project phase — all of it should be feeding into design reviews, contractor reviews, and pre-handover checklists for the next project. Farvision's analytics roll these patterns up automatically.
The snag system held our handover. Six months ago we'd have given keys with two known critical issues and dealt with the fallout for a year. Now the system literally won't release the handover certificate till every critical snag closes. Customers walk in to a ready home. CSAT went from 3.4 to 4.6 in two quarters.— Customer Care Head, Top-15 Indian developer
30 minutes. We'll walk a single ticket from email through AI chat through agent assignment through contractor routing through resolution and CSAT — on a live system. Bring your support head, your CRO, your customer care team — they all get to see what they need.