The hottest after-sales service lightning strike Z

2022-07-26
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After sales service lightning strike the nationwide implementation of Zoomlion precision dispatch

after sales service lightning strike the nationwide implementation of Zoomlion precision dispatch

China Construction Machinery Information

Guide: Zoomlion Concrete Machinery Co., Ltd. launched call service to improve the after-sales service system, improve service efficiency, quickly respond to customers and improve service satisfaction. At present, the call service has all implemented precise dispatch nationwide. Precise dispatch refers to the "on call service" launched by Zoomlion Concrete Machinery Co., Ltd. to improve the after-sales service system, improve the service efficiency, quickly respond to customers and improve service satisfaction. At present, the "on call service" has been fully implemented nationwide. The number of channels, units and decimal points displayed can be configured. P> precise dispatch refers to the integration of CRM (Customer Relationship Management) system Service E-PASS, CC platform (call center) and GPS system are integrated. For customers calling for service calls, shaxiaolin, chairman of Nantong Johnson & Johnson, the "call center customer service" tells the personnel to make judgments on CC platform according to the skills, duty status, leave information, customer information, equipment GPS location, customer call content and other comprehensive conditions of service engineers The goal of the assigned service and in short, the service engineer service is becoming more and more clear in the customer service practice. The service order created by the CC platform will automatically generate a dispatch order and send it to the CRM system. The CRM system will automatically send an aurora SMS (automatic voice prompt SMS) and a call service reminder SMS to the service engineer. The call center will no longer directly call the service engineer

precise dispatch requires that the organizational structure, position, number and skills of service personnel in the CRM organizational structure must be highly consistent. Any mistake in any link will affect the implementation of precise dispatch. At the same time, the service engineer must ensure long-term service, timely receive and respond to dispatch SMS and Aurora SMS, and reply to SMS as required

the service engineer must respond within 5 minutes after receiving the dispatch SMS and Aurora SMS. If the service engineer fails to respond within 5 minutes, the work order will be automatically upgraded to the service station master. If the service station master fails to respond within 5 minutes, the work order will be automatically upgraded to the service manager of the branch. If the service engineer is unable to accept the dispatch list for special reasons, he must timely click "delegate others" in the service E-Link system to submit it to other service engineers for acceptance, and then the CC platform will automatically send a short message to the acceptance service engineer, whose impact function is the most important basis for weighing

while implementing precise dispatch, the system turns off the service personnel's permission to create call service work orders. All call services must be dispatched by 400. This can correctly guide customers to call 400 to repair equipment, improve the system's grasp of equipment maintenance information, and help the company make correct decisions

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