Close the Loop™
by MRM Support
No signal lost.
No storm left overhead.
Most businesses let complaints gather like storm clouds — a signal comes in, gets forwarded, sits in an inbox, and disappears before anyone clears it. Close the Loop™ ensures every signal is caught, every front is tracked, and every storm ends with a clear sky.
Every signal reaches
the right team. Every time.
In nature, a storm that isn't tracked causes damage. The same is true in business — complaints that go unrouted, unresolved, or unacknowledged are the ones that cost you customers.
Close the Loop™ is MRM's complaint management and ticketing platform. Built for multi-location African businesses where every team handles a different front — and no signal should ever pass overhead unattended.
The System — Signal to Clear Sky
The signal is detected. Every alert gets in.
Every storm begins with a signal. Close the Loop™ catches every complaint — from any channel — the moment it arrives. No complaint disappears before it reaches the first team.
QR & Web Forms
Instant intake at any touchpoint — branches, stores, vehicles, packaging.
WhatsApp & SMS
Customers submit on the channel they already use. No friction, no barriers.
Email & Phone
Traditional channels auto-logged and routed. No manual capturing needed.
POPI / GDPR Ready
Encrypted transmission and secure data storage built in from day one.
The front moves in. Every signal reaches the right team.
A storm that isn't tracked causes damage. Close the Loop™ routes each complaint to exactly the right person — and escalates automatically when pressure is building and time is running out.
Smart Team Routing
Assigns by issue type, location, customer segment, or custom business rules.
Auto-Escalation
Unresolved tickets escalate to management automatically — by severity or SLA breach.
Storm Alerts
SMS and email notifications the moment a complaint arrives or a breach is at risk.
Auto-Categorisation
Every complaint is automatically classified by type, severity, and front on arrival — no manual sorting.
AI Sentiment Analysis
AI reads complaint tone and urgency in real time to flag high-pressure situations before they escalate.
The sky clears.
Resolution is when the storm breaks. Your team resolves, the customer is notified, and the data feeds your live All Clear Rate™ dashboard. Every cleared sky becomes intelligence for the next front.
Live Storm Dashboard
Real-time visibility — volumes, resolution times, team performance, and All Clear Rate™.
Mobile Resolution
Field teams clear complaints from their phones, even in low-connectivity areas.
CRM Integration
Connects with Salesforce, SAP, Microsoft Dynamics, and custom systems via API.
Real-Time Sync
Ticket status and customer data sync automatically across all connected platforms.
Understanding the Sky.
Not all storms are equal.
Every complaint is classified the moment it arrives. Your team always knows what they're dealing with — and exactly how to respond.
Routine complaint. Standard SLA. Handled at team level with no escalation required.
Elevated concern. Priority routing. Supervisor notified. Resolution window tightened.
Urgent. Management escalation triggered. SLA compressed. Client kept informed in real time.
Business-critical. Immediate executive alert. All hands. Full incident response activated.
Read the weather before the storm arrives.
Close the Loop™ doesn't just react — it forecasts. Patterns, pressure, and silver linings all tracked in real time.
Fronts
Recurring complaint patterns that signal an incoming storm. When the same issue arrives from multiple customers, Close the Loop™ flags it as a front — giving you time to prepare before pressure builds.
Silver Lining
Every complaint that resolves to a satisfied customer is tracked as a silver lining. Your silver lining rate shows how effectively your team turns a negative experience into lasting loyalty.
Pressure Systems
High-pressure periods — when complaint volumes spike — are detected automatically. Low-pressure windows show where your CX is holding firm. Both are tracked on your live storm board.
The All Clear Rate™
Every great storm system is measured by how quickly it clears. Close the Loop™ tracks your All Clear Rate™ — the percentage of complaints that reached a clear sky within SLA.
Not just resolution counts — but speed, routing performance, and where in the system pressure tends to build. One number your whole team can rally around.
Choose your forecast.
Every programme is scoped to your business — locations, complaint volumes, team structure, and integrations. All pricing is custom-quoted.
Signal
Deploy fast. Detect every complaint, route it to the right team, and start clearing within weeks.
- ✓Up to 3 intake channels (QR, web, email)
- ✓Ticket routing to up to 3 teams
- ✓Basic SLA tracking (24 / 48 / 72hr)
- ✓Standard All Clear Rate™ dashboard
- ✓Email & SMS alerts
- ✓POPI-compliant data handling
Surge
Multi-location, multi-team complaint management with smart escalation, mobile resolution, and full storm reporting.
- ✓All Signal features
- ✓Unlimited channels incl. WhatsApp
- ✓Multi-location, multi-team routing
- ✓Auto-escalation by severity & SLA breach
- ✓Mobile app for field team resolution
- ✓Custom BI dashboard + trend reporting
- ✓CRM integration (Salesforce, SAP, HubSpot)
- ✓Monthly All Clear Rate™ performance review
Swell
The full Close the Loop™ programme with TIDE CX™ integration, AI categorisation, and a dedicated MRM account team.
- ✓All Surge features
- ✓TIDE CX™ bi-directional integration
- ✓AI sentiment & auto-categorisation
- ✓Predictive escalation engine
- ✓Custom SLA frameworks per segment
- ✓Real-time executive command dashboard
- ✓Dedicated MRM account manager
- ✓Quarterly strategy & review sessions
All packages include full onboarding, training, and ongoing MRM support. Typical implementation: 3–6 weeks.
Connects to your existing systems.
Close the Loop™ runs alongside everything you already use — no migration, no rebuilding. It integrates with any CRM and works best alongside TIDE CX™.
API Integration
Connects with Salesforce, SAP, Microsoft Dynamics, HubSpot, and custom platforms through secure REST APIs.
Legacy Data Support
Works alongside existing databases and legacy systems. No migration, no disruption, no rebuilding.
Real-Time Sync
Ticket status and customer data sync automatically between Close the Loop™ and your CRM in real time.
Make sure your storm clears.
Let's show you how Close the Loop™ transforms the way your business handles customer complaints — from first signal to clear sky.