Response and Faster Product Maintenance
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.
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.
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.
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.
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.
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.
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.
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.
With Effort’s collaboration capabilities, field staff, back office staff, and the management can communicate effectively for faster approval of reimbursement claims.
The application also allows the field staff and back office staff to schedule regular maintenance visits and boost the company-customer relationship.