B2B maintenance customer system (engineering)


Overview
  1. B2B maintenance operation management customer service system is specifically made for enterprises with multiple branch offices or stores. It is a set of management system focused on repair-reporting and dispatch for non-IT profit-earning equipment.
  2. Coupled with the application of knowledge base, it will be able to help customer service personnel to perform initial  troubleshooting. If the problem is not able to be solved, it will be automatically dispatched to the manufacturer who is responsible for maintenance through system setup.
  3. All of the content in incoming calls will be recorded in detail and be classified for management in order to offer the headquarters of the enterprise complete case information. Moreover, it can analyze the life cycle of the equipment, distribution of problem types, maintenance classification, and effectiveness of the maintenance done by the manufacturer and further use this as basis information that is crucial when making management decisions.
  4. Case classification can be divided into general maintenance and warranty maintenance. Subcontractors can input all the maintenance fee and material fee generated outside the warranty on the system for different classification when closing the case. It can be used as the basis to charge fees.
  5. According to the demand of the enterprise customer, “computer technology integration (CTI) can be selected as the optional function and be customized for the customer to timely connect phone call information with case traceability so that the operation personnel can immediately understand any information or background of the caller. 

Common Pain Points
  1. Before being supported by the system, office software is commonly used to record the case (such as excel). Then, the cases will be sorted out, traced, and analyzed manually. It consumes a lot of manpower.
  2. The repair-reporting conditions for a number of  equipment are not classified, making it difficult to organize it into effective information. 
  3. The package systems sold in the market fail to fully satisfy the special process required by enterprises.

Applicable Scenarios

Usage Benefits
  1. The content of the case is completely recorded, and all of the incoming phone calls can be recorded in detail and classified for management to provide headquarters of the enterprise the complete case information. The efficiency of case traceability can be strengthened through the timeout reminder mechanism on the system. 
  2. Through system setup and master file mechanism, the case dispatching can be automatically delivered to the appointed manufacturer by the system in order to reduce the error rate of the dispatch done manually, enhancing the whole effectiveness. 
  3. Case closure platform will be provided to the maintenance manufacturers for them to close the case immediately after the completion of repairs in order to enhance the case-closing efficiency. 
  4. According to the demand of the enterprise customer, “maintenance manufacturer system and mobile dispatch system” developed by our company can be selected and customized as the optional function to provide a more comprehensive system integration application. 
  5. System functions can be customized according to the special demand and process requested by the enterprise customer.


 Business contact 

Sales Supervisor   Eric
02-2627-5877 ext. 6336

Sales Supervisor  Allen
02-2627-5877 ext. 6334

sales@ptc-nec.com.tw

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