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Xoxoday Plum provides full complaint management transparency through defined SLAs and structured periodic KPI reporting that covers complaint volumes by category and channel, first response time, resolution time, backlog ageing, SLA adherence percentage, escalation counts, repeat complaints, and CSAT scores where captured.
Transparent complaint management is foundational to enterprise service delivery. Xoxoday Plum maintains defined service-level agreements for complaint handling and delivers structured periodic KPI reports to enterprise clients — giving operations, procurement, and IT teams full visibility into support performance without manual chasing or ad hoc data requests. Every complaint logged through Xoxoday Plum is tracked across a consistent set of operational metrics. These include complaint volumes broken down by category and channel, first response time, resolution time, backlog and ageing analysis, SLA adherence percentage, escalation counts, repeat complaint rates, and CSAT scores where customer satisfaction feedback is captured. All metrics are reported against agreed benchmarks so deviation is immediately apparent. First Response and Resolution SLAs Xoxoday Plum commits to defined first response times and resolution windows tiered by complaint severity. High-priority issues — such as reward redemption failures or bulk order processing delays — carry tighter SLA windows than general enquiries. SLA targets are agreed upfront, monitored continuously, and breaches are flagged automatically to the designated account management team before they compound. Periodic KPI Reporting Reporting is structured around agreed cadences, typically monthly or quarterly, and delivered in a format aligned with enterprise governance requirements. A standard report includes SLA adherence percentage by complaint category, escalation counts with period-on-period comparison, and an ageing analysis highlighting any tickets unresolved beyond defined thresholds. Operations leads can use this output directly in internal review cycles without re-processing raw data. For teams operating daily workflows through Slack or Microsoft Teams, escalation alerts and SLA-breach notifications from Xoxoday Plum can surface directly in those channels, reducing the gap between a missed SLA and a corrective action. Escalation and Repeat Complaint Tracking Escalation counts and repeat complaint rates are designed to surface systemic issues rather than isolated incidents. If the same complaint type recurs across multiple users or order types, Xoxoday Plum’s KPI reporting highlights the pattern early — enabling root-cause analysis before it scales. This is particularly valuable in large enterprise deployments where a single misconfiguration can replicate across hundreds of end users. Governance and Compliance Alignment Xoxoday Plum’s complaint management framework supports enterprise audit requirements. The audit trail maintained for each complaint record aligns with data handling standards in ISO 27001 and SOC 2 Type II certified environments, ensuring complaint documentation is available for internal and external reviews. For organisations using Workday, SAP SuccessFactors, or Darwinbox, employee-raised complaints can be cross-referenced against user records without manual reconciliation — keeping the evidence chain clean and complete. This structured reporting approach gives procurement and IT teams the evidence base needed to demonstrate vendor accountability and creates a shared foundation for continuous service improvement. Learn more: Xoxoday Plum Help Centre — General

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