Well-known home appliances retailer
Our client runs a customer service centre and needed to digitise the repair intake, status tracking, and customer follow-up workflow.
Our client runs a customer service centre for appliance after-sales support. They needed to digitise the workflow from repair intake to return delivery, so staff could track status and follow up with customers clearly.
Challenges
02– Lost track of appliances’ status & locations
– Delay in sending back to customers
– Mature staff unfamiliar with IT systems
– Integration with existing ERP system
Solutions
04Order 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
07– 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