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