The ultimate goal of customer service system is to provide better service for customers. The software mainly includes basic information management, file management, business reminder, service console, statistical analysis, knowledge base, solution and customer end.
1. Basic information management
Manage the related basic data of customers, and provide data support for the normal operation of the system and convenient operation of users. It mainly includes: consumable parts information management, equipment information management, equipment maintenance item management, user return visit cycle management, problem category management, etc.
2. File management
Archives management is to archive customers, projects, equipment and general contracting services, and to associate customers, projects, equipment and general contracting services. File management is the data core of the whole system. The data of archives comes from basic data management, serving business reminders, after-sales service desk, knowledge base and other business functions. File management is used to manage customer files, project files, general contract service files and equipment files, and is the core data of system operation.
3. Business reminder
Business reminders are reminders generated after basic file maintenance. The functions include: general contractor service reminder, basic data reminder, equipment maintenance reminder, consumable parts replacement reminder and after-sales return visit reminder. Reminders are divided into wechat reminders and system reminders.
4. After sales service desk
The after-sales service desk is the operation process of recording and managing the whole process and transferring the task to the actual implementation department from the fault warranty to the completion of fault repair when the customer has a use failure. The sources of the records in the service desk can be roughly divided into: the user actively fills in the fault, the user informs the after-sales personnel by telephone, and fills in the after-sales return visit together. The service desk event flow is shown in the figure below.
5. Statistical analysis
Statistics of after-sales and reminders, including: statistics by customer after-sales, statistics by project after-sales, statistics by equipment type, etc.
6. Knowledge base
Accumulate solutions and analysis of after-sales problems, and form a knowledge base through screening and induction. The knowledge base can provide the company's after-sales personnel and customers as case basis and Problem Manual to quickly solve problems.
7. Solution management
New product solutions:
When the company introduces new products, the company formulates the product plan, and forms the introduction and scheme of new products and releases them. After the release, customers can log in to the customer service system through their own accounts to view the introduction of new products.
Overhaul technical transformation:
When the customer puts forward new overhaul or technical transformation scheme requirements, the after-sales service department formulates the overhaul or technical transformation scheme of the project. After the technical transformation scheme is approved, the overhaul or technical transformation scheme is released to the system. The customer can log in the customer service system through his / her account number to view the overhaul technical transformation scheme.
8. Client use:
The system opens account for users, and can be accessed through browser without setting up client. There are two login methods.
1) Browser: enter the website of Mach technology customer service management system in the browser address, and then log in to Mach technology customer service management system.
2) WeChat official account: public official account and user login, then you can login to Maher technology customer service management system successfully.