ORACLE APEX SOFTWARE FOR COMPLAINT MANAGEMENT, TICKET TRACKING, ESCALATION, AND SERVICE QUALITY MONITORING

Abstract

Oracle APEX software supports complaint management, ticket tracking, escalation, and service quality monitoring through a centralized low-code platform. The system records customer complaints, issue categories, priority levels, assigned staff, communication history, resolution actions, and closure status. Automated workflows route tickets to responsible departments and escalate unresolved or high-priority cases to senior managers. Realtime dashboards help administrators monitor open complaints, response time, resolution time, repeated issues, staff workload, and service performance. Automated notifications keep customers and service teams informed about ticket updates and pending actions. Integration with Oracle databases enables secure storage, rapid retrieval, accurate reporting, and complete complaint traceability. Overall, the software can improve response efficiency, accountability, customer satisfaction, and continuous service quality improvement.