- 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.
Customer Service Spreadsheets to Software
Posted by AJ Amjad Khanmohamed
August 29, 2017
in Difficult Providing Cost-Effective Quality Customer Service