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Customer Care Management

Respond to public reports with speed, structure, and transparency.

Stay Accountable with WDM’s Customer Care Management Module

WDM’s Customer Care Management module helps highway authorities log, manage, and respond to service requests and public reports – from potholes and damaged signs to drainage issues and overgrown vegetation.

Designed to reduce response times and increase accountability, the system allows teams to track each enquiry from first contact to resolution, with status updates, routing tools, and full audit trails. Whether your calls come from the public, councillors, or customer portals, this module ensures nothing slips through the cracks.

What this module helps you do

  • Log and triage public reports from any channel – phone, email, or portal
  • Assign tasks to the correct team based on type and location
  • Track status updates, actions taken, and resolution dates
  • Automate notifications, routing, and reporting workflows
  • Maintain a full case history with all communications and outcomes

Key Features

  • 1

    Flexible Logging Tools

    Capture enquiries manually or automatically with support for custom fields, categories, and contact sources.

  • 2

    Automated Workflows

    Route tasks to the correct teams or contractors based on location, enquiry type, or service category.

  • 3

    Status Tracking & Dashboards

    Monitor open, in-progress, and resolved cases in real time with configurable views and metrics.

  • 4

    Comms History & Case Notes

    Maintain a full record of messages, calls, actions, and attachments for each report.

  • 5

    Integration Ready

    Works alongside inspection, works, and asset management modules to drive full-circle resolution.

Jump to other modules in this collection

Speak to a software expert

Let’s help you create a public-facing service that’s efficient, auditable, and built to support your internal workflows.

Talk to an expert today

Explore the connected system

WDM software is modular by design – but most powerful when combined. These collections integrate seamlessly to create one intelligent, joined-up platform:

  • Asset & Network Management

    Link customer reports directly to asset histories and maintenance logs.

    Explore

  • Contract & Claims Management

    Support public claims with mapped, timestamped case histories.

    Explore

  • Pavement Management Systems

    Use enquiry volumes to help prioritise resurfacing and treatment schemes.

    Explore