Difficult Providing Cost-Effective Quality Customer Service

  • It is difficult getting customer information.
  • Cannot get service history.
  • You use multiple systems.
  • They are not integrated.
  • It takes time to get all the information.
  • Problems are sometimes misdiagnosed.
  • Unknown result.
  • You manually schedule and track service calls.
  • Calls get lost.
  • Delayed response.
  • The wrong service gets requested.
  • Result has been uncertain.
  • It is challenging to schedule the appropriate technician.
  • It requires the service manager or dispatcher to know the skill level and experience of each technician.
  • Uncertain determining the best person.
  • Wrong person has been sent out.
  • They do get sent back/
  • Uncertain cost.
  • Much time is wasted.
  • Unknown time delay in getting the problem resolved.
  • You are not able to escalate service calls.
  • Uncertain setting priority calls and/or customers.
  • You have missed your service commitments.
  • Uncertain results.
  • It is difficult to manage spare parts and to know where they are located.
  • They are often unaccounted for.
  • Uncertain how you manage truck stock inventory.
  • You don’t always maintain compliance with the service agreements.
  • The technicians do not always know what is covered in each contract.
  • Uncertain whether they determine that today.
  • You have to manually track returns.
  • Uncertain how to check whether it is eligible to return to the original manufacturer.
  • You have lost money in the past because you didn’t know it was eligible.
  • You have provided repairs and returns that were not covered.
  • Uncertain how much you have lost.
  • The return is sometimes lost.
  • Duplicated.
  • Uncertain how much it has cost you.
  • It is difficult to track to see if certain items are consistently being returned.
  • Or have been returned before.
  • You find out after the fact when reports are run.
  • You could have prevented problems.
  • It is difficult to track the status of repairs.
  • You are unable to provide customers with accurate information about repairs.
  • You manually manage credits to see what the item sold for.
  • You have to pull up old invoices.
  • It delays credits.
  • Credits sometimes get applied incorrectly.
  • Customers get upset.
  • You sometimes miss scheduled service for preventive maintenance.
  • Uncertain tracking the schedule now.It has caused problems with equipment.
  • You have been liable.
  • You have had to schedule special trips by technicians.
  • It has cost you.
  • It is difficult to forecast needed parts for preventive maintenance.
  • You sometimes over buy.
  • It has cost you.
  • You end of being under stocked.
  • It has prevented you from servicing your customers.
  • It is difficult to prioritize and schedule repairs.Uncertain how you are doing it today,
  • Cannot give customers committed dates.
  • They change often
  • Cannot reprioritize items on the schedule according to needs.
  • It is difficult to communicate with technicians when they are in the field.
  • Uncertain how they do it today.
  • They miss your call or message often.
  • The result has been uncertain.
  • Technicians don’t always have the information they need.
  • Uncertain how they are doing it today.
  • Sometimes they miss information needed for a service call.
  • Unknown impact.
  • Uncertain how they update information about the service call.
  • They have to complete service tickets and drop them off at the office.
  • Much time is wasted doing that.
  • It is costly to provide the level of support your customers require or want.
  • Uncertain how many people do you have in customer support.
  • Uncertain how much time is spent handling non-urgent calls, such as status of their service, return or repair.
  • They want 24X7 support.
  • Uncertain what level of support you are providing today.
  • It is time consuming and costly t manage returns.
  • Uncertain how many people you have managing returns.
  • Much time is spent just answering questions about returns.
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