Issue Management

Issue Management System

Customer: German MNC: Furniture and fixtures

The Customer had implemented leading ERP system. Extending it to service organization had cost and usability issues. The issues faced by field service staff while servicing the customer were reported to HO teams over email and telephone. In most cases, the issue resolution used to get delayed and this forced frequent escalations to branch managers and HO service head. In case of critical unresolved issues, the business heads had to intervene.
All this resulted in delay in customer service, Multiple unfruitful visits to customers by field executives and reducing customer satisfaction levels. The field service executives always felt they are not given due importance by HO teams.

 

qbForm created simple user interfaces for the field service staff to enter issues faced during servicing customers. Minimum data entry and ease of Use was crucial. qbDMS ensured easy document/image attachment and viewing along with issue description. Once the issue is approved by the branch managers, it is allotted to HO teams through qbEngine.
qbBAM enabled TAT definition depending on priority and issue category. Multiple iterations of resolutions were allowed. With each iteration the field service executive and branch manager were notified about the issue progress.
HO team member had flexibility to reallocate the case, seek additional information from other HO departments to give comprehensive solution to issues raised. Auto reporting feature enabled reporting of pending issues beyond TAT to senior management for their inputs.
This resulted in improving customer satisfaction and field employee productivity .The field service call closure improved by 15%.

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