Nova RCMS Documentation: User Guide & What’s New

Getting started

Nova RCMS runs in your web browser. There is nothing to install, and it works on computers, tablets and phones.

Open /rcms/login/ on your Nova RCMS address and sign in with the username and password your administrator gave you.
You land on the Dashboard, which shows what needs attention today.
Use the menu on the left to move between complaints, users, items, places and reports. On a phone, tap the menu icon at the top left to open it.

When your business starts on Nova RCMS, we create your workspace and your first Admin account. That Admin then adds the rest of the team.

Roles and access

Every user has one role. The role decides which screens they can open.

What you can do	Admin	Staff	Customer / Vendor
See the dashboard	Yes	Yes	No
View complaints, “Assigned to me” and “With vendors”	Yes	Yes	No
Log new complaints	Yes	Yes	No
Edit complaints	Yes	Yes	No
Delete complaints	Yes	No	No
Add, rename and delete items and places	Yes	Yes	No
See users and their complaints	Yes	Customers, vendors and service centers	No
Create and edit users	Yes	Customers, vendors and service centers	No
Reports and CSV export	Yes	Yes	No
Activity log	Yes	No	No

Customer and Vendor accounts are records that complaints point to: the person who raised a complaint, or the service centre a job was sent to. They can’t sign in yet: only Admins and Staff can. When you create one, you don’t type a password; it’s set to their username followed by *123 (for example anita.george*123).

Dashboard

The dashboard gives you the state of the service desk in one screen.

Summary cards: Total complaints, open complaints, completed complaints with the completion rate, and how many jobs are with vendors.
Today’s schedule: Open complaints with an appointment today or tomorrow, in time order, with the customer, item, place and technician.
Overdue jobs: Open complaints whose appointment day has passed, grouped into 1 to 3 days, 4 to 7 days and over a week late. The oldest are listed first.
Team workload: How many open complaints each Admin and Staff member holds, plus a warning when complaints have no one assigned.
Monthly revenue: Billed amount, expenses and margin for closed jobs this month, compared with last month, with a six-month trend line. Revenue is counted by appointment month.

Below the widgets you’ll find the ten latest complaints and the newest users. Click any row to open it.

Complaints

Logging a complaint

Click New complaint in the top bar. The form is split into sections:

Customer: start with the customer’s phone number. As you type, matching customers are suggested. If the number belongs to a customer, their name and type are filled in and locked. If nobody has the number, fill in the name and type (and optionally an email), and the customer is created when you save the complaint.
Issue: the item (type to search your items), a description of the fault, and any remarks about the item (warranty, physical damage and so on).
Location: the place, whether the job is onsite or picked up (offsite), and the address, road and landmark.
Schedule and assignment: the appointment date and time, and the technician responsible.
Outsourcing: switch this on, search for the vendor and record what they charged.
Billing and resolution: total expense, bill amount and the final status.

Fields marked with a red star are required. Each customer has one phone number, and no two customers in your workspace can share a number. The appointment starts at the next full hour; change it if needed.

Statuses

Status	Meaning
Open	No final status has been set yet. The job is still in progress.
Completed	The job is finished and the customer is satisfied.
Completed with issues	The job is closed, but something wasn’t fully resolved.
Returned	The unit was returned without a repair. Usually only an inspection charge is billed.

Editing and deleting

Click any complaint in a list to open it. Change what you need and click Save changes. To remove a complaint, click Delete at the bottom left of the form and confirm. Deleting cannot be undone.

Complaint lists

All complaints: every complaint in your workspace.
Assigned to me: only the complaints assigned to you.
With vendors: complaints that have been outsourced, with the vendor’s name.

Invoices and company profile

Open a complaint and click Invoice at the top, or click the receipt icon next to a complaint in a list. The invoice opens in a new tab, laid out for A4 paper, with your logo and details, the customer, the item and fault, and the bill amount in figures and in words.

Print or save as PDF: click the button at the top right. To keep a PDF, choose Save as PDF as the printer.
Nothing is stored: each invoice is made when you open it, from the complaint as it is then. Change the bill amount on the complaint and open the invoice again to see the new total.
Numbering: your prefix and the complaint number, for example INV-000123, so the same job always has the same invoice number.
The invoice warns you when the complaint has no bill amount yet, or when the job is still open.

Company profile

Admins can open Company profile under Workspace to upload a logo (PNG, JPG or WebP, up to 1 MB; a wide logo on a white or clear background prints best) and set the GSTIN, invoice number prefix, phone, email, address and a note printed at the bottom of every invoice, such as payment terms or UPI details. Until you upload a logo, Nova makes one from your company’s initials.

Vendor and service centre jobs

When a job goes to an outside service centre, open the complaint and turn on Outsourced in the Outsourcing section. Then choose the vendor and enter the vendor’s charge. The vendor list only shows users with the Vendor role.

Every outsourced complaint appears under With vendors, and the reports show open vendor jobs and vendor spend. To see everything one vendor has handled, open Users and click the inbox icon next to them.

Items and places

Items are the products you repair, such as laptops, inverters or CCTV cameras. Places are the areas you serve. Both appear as dropdowns on the complaint form, so set them up before logging complaints.

Open Items or Places in the menu, click Add item or Add place, and type the name. Click an existing one to rename or delete it. Deleting an item or place also deletes the complaints that use it, so rename instead when you can.

Users

Admins create users from Users → Create user. Choose the role from the Group dropdown. When you choose Customer, you can add their phone number and type so the complaint form finds them. When you choose Vendor, extra fields appear for the service centre’s address, map link, phone numbers and service type. Logging a complaint for a new phone number also creates the customer for you.

Usernames are unique across every business on Nova RCMS. If a name is taken, add something to it, for example ravi.k or ravi.sunrise.
Click a user to edit their details or change their role.
Click the inbox icon to see every complaint they raised, were assigned or handled as a vendor, with a count for each.

Reports

Open Reports in the menu. The Overview tab shows totals for your workspace, activity in the last 30 days and a breakdown of complaint statuses. The other tabs are the report library:

Report	One row per	Use it to
Detailed	Complaint	See every field of every complaint, including vendor details and margin.
Billing	Complaint, and month	Check bills, expenses and margin per job, spot finished jobs with no bill entered, and compare months.
Group	Role, and each user	Compare workload and outcomes across Admins, Staff, Customers and Vendors.
Item	Item	Find which products come back most often and what they earn.
Customer	Customer	See each customer’s history, contact numbers and spend.
Location	Place	Compare demand and revenue across your service areas.

Filters: narrow any report by appointment date range, status, item, location, customer, assignee, customer type, pick-up point or outsourcing, then click Apply filters. Each dropdown lets you tick several values, and long lists have a search box. Values in one dropdown widen the results (Laptop or Printer), while different dropdowns narrow them (Laptop or Printer, in Kochi). Only the table updates, so you keep your place on the page. Filters stay in place when you switch between report tabs, and the browser’s back button steps through your earlier filters.
Sorting: click a column heading to sort, and click again to reverse.
Export: click Export CSV to download exactly what you see, with your filters applied. The file opens in Excel and Google Sheets.
Margin is the bill amount minus the total expense. In the billing report, own expense is the total expense minus what the vendor charged.

Customer lists

Open Engagement → Customer lists to group customers’ phone numbers, for example everyone with an open complaint or a list of numbers from a spreadsheet. Lists belong to your workspace only.

Static list: a fixed copy of the matching customers at the moment you save it. It doesn’t change afterwards.
Live list: works itself out again whenever your data changes, so new customers who match join by themselves. An open live list updates on screen within seconds.
From conditions: pick conditions such as customer type, item, place, complaint status or date joined, and choose whether all or any of them must match.
From a CSV file: upload a file with a phone_number column and, optionally, created_on and extra columns named attr_1, attr_2 and so on. The extra columns can be used in WhatsApp messages. A live list made from a CSV keeps every number, and a number that isn’t a customer yet joins when it becomes one. Use Add numbers from CSV on the list’s page to add more later.
Export: download any list as a CSV in the same format.

WhatsApp campaigns

Open Engagement → WhatsApp to send a WhatsApp message to everyone on a customer list. Messages go from your own WhatsApp Business number, and Meta bills your WhatsApp Business account directly for them.

Connect your number (Admins): on the Settings tab, click Connect WhatsApp, sign in with Facebook, and pick or create your business and number.
Create a template (Admins): WhatsApp only allows messages that start a conversation from templates that Meta has approved. On the Templates tab, write the message with variables such as {{1}} for the customer’s name, give an example for each, and submit it. Meta usually reviews it within minutes, and the status updates by itself.
Send a campaign (Admins and Staff): on the Campaigns tab, click New campaign, choose a list and an approved template, and say where each variable comes from: the customer’s first name, a CSV column, or fixed text, with a fallback when a value is missing. Send yourself a test, then send now or pick a time.

A campaign’s page shows sent, delivered, read and failed as they happen, and why each failed message failed. You can pause, resume or cancel it.
Customers who reply STOP, or tell WhatsApp to stop your marketing messages, go on your Don’t message list and every campaign skips them. Replying START takes them off it.
Meta limits how many different customers a number can message in 24 hours. When you reach it, the rest of the campaign waits and carries on by itself.
Only message customers who agreed to hear from you. Many blocks or reports lower your number’s quality rating, and then Meta lowers your limit.

Engagement reports

Open Engagement → Reports to see how your WhatsApp campaigns did. Pick a period (the last 7, 30 or 90 days, 12 months, or your own dates) and, if you like, one customer list or template.

Headline numbers: messages sent and how many customers they reached, the share delivered and read, failures and new opt-outs. Each one shows the change since the period before.
Messages over time: a bar for each day (or week or month for longer periods), split into read, delivered, sent and failed.
When customers read: the hours your messages get read and how quickly. Sending a little before the busiest hour gets seen soonest.
Campaigns, templates and lists: side by side, so you can see which message and which audience work best.
Why messages failed: Meta’s reasons, most common first, with what to do about each one.
Opt-outs and number health: who stopped your messages and how, plus your number’s quality rating and daily limit.
Detailed tables opens the same results by campaign, month, template, list and customer, with filters, under Reports → Engagement. Export CSV downloads either page.

Delivered and read are a share of the messages WhatsApp accepted. Read counts only customers who have read receipts turned on, so the real number is usually a little higher.

Activity log

Admins can open Activity log from the menu or the clock icon in the top bar. It lists who added, changed or deleted a complaint, item, place or user, and when. For edits, it also names the fields that changed.

Tips

Every table has a search box that filters rows as you type, and every column heading can be clicked to sort.
Click the moon or sun icon in the top bar to switch between light and dark mode. Your choice is remembered on that device.
Rows in lists open when you click them, or when you press Enter after moving to them with the Tab key.
On a phone, the menu opens from the icon at the top left and closes when you tap outside it.

Your plan and subscription

Each workspace is on a plan that sets how many users you can have and how many complaints you can log each month. Every plan includes every feature.

When you reach the user limit, Create user shows a message instead of the form.
When you reach the monthly complaint limit, new complaints can be logged again from the 1st of next month, or straight away after moving to a bigger plan.
If a subscription ends or a workspace is paused, users see a notice when they sign in. Your data is kept and becomes available again once the subscription is renewed.

To change plans, get in touch with us.

What’s new

Version 2.6.0.0

Released 2026-10-15

New invoices for complaints, with your logo, ready to print or save as PDF. Invoices aren’t stored anywhere.
New Company profile page for your logo, GSTIN, invoice prefix, contact details and invoice note.

Version 2.5.0.0