Enabling Improved Query

Response and Faster Product Maintenance

Appasamy Associates is a leading manufacturer and distributor of ophthalmic equipment, microscopes, lasers, IOLs, microsurgical instruments and pharmaceuticals with a dedicated R&D team to fulfill the requirements of the ophthalmic medical community. They intend to make it easy for ophthalmic surgeons and vision care professionals in India to have modern technology and equipment to help them serve better.

Challenges

Lack of Proper Communication

Due to a lack of a proper communication channel between the back office employees and the field staff, the client was unable to respond to the complaints and service requests from the many hospitals and clinics across the country who are using their products.

No Proof of Customer Resolve

The client’s field staff was having trouble providing proof for visiting a customer’s location for responding to a ticket. This made it extremely difficult for the management to track resolved complaints and the reimbursements claimed by the field staff.

No Centralized Customer Fulfillment

The client did not have a centralized data bank of customer feedback and remarks post the resolving of a ticket. This created a feedback void which made the improvement of customer experience quite stagnant.

Delayed Approvals

Due to the lack of a holistic collaboration between the back office employee, the management, and the field staff, the pending approvals of reimbursements consumed a lot of time which directly impacted the employee experience of the field staff.

Customer Activities

Client’s field staff schedules regular visits for maintenance and service enquiries which proved to be difficult without effective communication between the customer and the back office staff.

The Spoors Solution

Effective Communication Channels

With Effort’s effective communication channel applications, it became easier for the back office staff to provide the details of the complaints to the field staff in due time. This enabled faster response to the customer complaints and queries.

Geo-tagged Field Staff Monitoring

The Geo-tagging capabilities of Effort’s application enables monitoring of field staff location to confirm the visitations to customer locations. This enabled the financial teams to verify claims of reimbursements made by the field staff.

Feedback Loop

The application enables the field staff to record customer remarks and feedback that need to be incorporated to improve maintenance services. This leads to the direct improvement of the customer experience.

Collaboration Capabilities

With Effort’s collaboration capabilities, field staff, back office staff, and the management can communicate effectively for faster approval of reimbursement claims.

Customer Activities

The application also allows the field staff and back office staff to schedule regular maintenance visits and boost the company-customer relationship.

The Benefits

  • Reduced number of errors
  • Improved employee satisfaction
  • Improved customer relationships
  • Faster approvals
  • Mobility freedom

Looking for something similar?

Next Case Study

Improved Life Span Tracking of Poultry Animals for Improved Breeding