The mobile, social, analytic, internet of things, and big data capabilities built into modern best practices have enabled organizations to improve customer satisfaction when repairs are made. Manage incident status more effectively by monitoring and interacting with your entire enterprise throughout the repair process. Take advantage of the cloud to securely handle repair requests and resolve issues quickly through social media channels. Use the following modern best practice as your roadmap to an optimal customer service experience.
Manage service requests from all channels (social, email, phone, etc.) for optimal routing and field technician assignments.
Set priorities and assign engineers to perform repairs. Create and monitor repair schedules.
Visit customer, inspect the item, and perform required fixes.
Report parts used for the onsite repairs and track the inventory status.
Enter orders for service rendered and settle any service charges.
Record customer confirmation.