complaint managemnt

Ours is an appliance company - we receive complaints from time to time for our products that need to be serviced - we allocate these jobs area wise to the service technicians - doing it now manually in excel- sorting the complaints area wise and then allocating it to the technicians and updating it later on - We need to get a program made whereby this is done automatically and the sorting is done easily along with the data entry - also a status report as to how many complaints are attended to and how many are pending since how many days Also a follow up call to be made to the customer - an entire data base of the customer must be maintained The volume is about 4000 records a year A programmer in the Bombay India region would be preferred