of principals if in case of trader), Product, Model, Spares in the product, type of services the product needs, service technicians details, City & location needs to be entered.
This apart, templates can be set for different parameters like eg: for payment, templates like Cheque No. xxxxxx dated dd/mm/yyyy drawn on xxxxxx or Cash or DD No. xxxxxxxx or Credit card
In cases where Preventive maintenance needs to be undertaken, details like which are the spare parts to be checked and what type of services are to be done can be entered which will enable automatic preventive maintenance call reminders to the service engineer after a customer purchases the product and the details are entered into Eserviz.
New customers can be registered using ‘Register a customer’ wherein the customer once registered can be given the facility to register his complaint online as well.
Registering a complaint:
The front office employee or any other responsible for data entry can register a complaint using any of the fields like customer name/Address/Ph no/any other depending on the identification parameter. For Eg: in case of mobile service centers, IMEI no. is the best way of identifying a mobile and its owner. Similarly, a medical equipment would have its Serial No. as the identification parameter. Once the complaint is registered, an automatic acknowledgement can be sent to the customer informing him of the receipt of his product at the service station.
Schedule a complaint:
Once registered, the complaint can be allocated to a designated service engineer depending on his capability of handling the service. This is determined in the Master creation itself while entering the employee details as the skill set of the employee can also be entered. For eg: an engineer good at handling only basic mobile phones cannot handle high end phones like PDA’s. Hence his name will not appear while a complaint is scheduled and only the name of the service engineer who is capable of handling PDA’s will appear. This apart the administrator/s would be able to view the jobs allocated to the designated service engineer to decide whether the complaint needs to be given to him.
In case of equipments like machinery where the service engineer has to visit the customer, the person who is scheduling the complaint would also be able to see which service engineer is available in that location. For Eg; assume a service engineer from the Head office in Cochin has been allocated a job in Mumbai and he is on the job. If there is a complaint from Pune, the person scheduling the job would be able to know the presence of an engineer in Mumbai and schedule the complaint from Pune to him so as to speed up the service process and reduce expenses.
Update Service Completion and Invoice Generation
Once the complaint is identified, the spares required can be withdrawn from the service dept. stores and the necessary services done. The no. of spares withdrawn and the type of services done would automatically reflect with their respective charges (as they have already been entered while creating the master entries) and thus would enable generation of an ‘Error Free’ invoice.
Estimate Generation
In order to avoid any dispute with the customer at the time of receiving his payment after the service is undertaken, prior approval before start of the service is advisable. Eserviz enables generation of an estimate which can be communicated through the most authentic channels – email or SMS to the customer.
Other Features
Apart from complaint registry mechanism detailed above, Eserviz helps by sending AMC & preventive maintenance reminders, service offers and schemes and generates detailed reports including customer wise & product wise complaints, employee productivity, spare consumption, pending /closed/completed complaints, invoice reports and much more…. |
