Well-known home appliances retailer
Our client has its customer service centre β they need to digitise & streamline their operational flow to enhance service level & customer experience.
Well-known home appliances retailer
Internal work progress tracking system for customer service center
Our client has its customer service centre to provide after-sales support for sold appliances. They need to digitise & streamline their operational flow β from receipt of appliances for repair, to sending back to customers β to enhance service level & customer experience.
Challenges
β Lost track of appliancesβ status & locations
β Delay in sending back to customers
β Mature staff unfamiliar with IT systems
β Integration with existing ERP system
Solutions
Order tracking & QR code scanning app for staff
β Search order, appliance & customer details
β Appliance status list with dates, actions, staff & locations
β Scan QR codes to update repairing status & location
β Send SMS to customers for status updates
Admin panel
β Dashboard with orders amount, repairing status & locations
β Repair order list with dates, invoice no., model no. & ref no. etc.
β Staff list with dept no., repairing progress status shown by dates
β Integrated with existing ERP for staff, customers & invoice details
Outcome
β Streamlined internal workflow with digitized records for easy tracking
β Enhanced customer experience by shortened lead time
β Simple UI with dropdown list & enlarged font for staff easy adaptation
β Allow scanning batch of QR codes to update status of multiple appliances
β Integrated with existing system ensure all data are synced accurately