Manufacturing

Today customers look for 24x7 help desk support with immediate commitment on resolution TAT and future follow ups. CZ Helpdesk helps enterprises to monitor every single call, generate complaint IDs on each call and assign it to the right dealer in the dealer network. The dealer can log in to CZ Helpdesk from his location, see the new tickets assigned to him and assign a service engineer to take an action on the ticket. The voice logs recorded at the central help desk can be accessed by the dealer and the service engineer to identify the exact issue reported by the customer before the service engineer visits the site. The service engineer upon visiting the site can record a video of the damaged part and upload the video or the photograph to CZ Helpdesk for inspection by the central team.

Once the central team decides to replace the damaged parts then the dealer can check on CZ Helpdesk for the existence of the replacement in the inventory. The existing inventory management solution of the enterprise (SAP, Oracle etc) can be integrated with CZ Helpdesk to provide a single window to the dealers. End of the day the tele-caller sitting at the central help desk can identify the status of the ticket and updates done by the dealer and accordingly inform the end customer.

The inbuilt escalation matrix module helps the enterprise to create their own escalation matrix and TAT for each kind of issue. The escalation happens on SMS and email as per the matrix set by the enterprise. End of the day the enterprise is able to pull out various reports including SLA and TAT reports, dealer efficiency report, tele-caller efficiency report, inventory utilization reports, shift management reports, service engineer based reports etc. for their evaluation and improvement of customer service and support.

CZ Advantage

MULTI-CHANNEL COMMUNICATION

Multi channels like Voice, Chat, Email, Bot, SMS and social are seamlessly integrated over CZ Omni and provide multi touchpoints to the customers.

TROUBLE TICKETING APPLICATION

CZ Helpdesk is used for managing customer complaints and queries over call, email, SMS, social and chat. CZ Helpdesk can be extended to the dealer network to provide local support to field issues. The inbuilt escalation matrix module helps the administrator to set rules for escalation along with the hierarchy in the organization. Escalation can happen over web, email and SMS.

Multi media support

Capability to upload videos, photographs of damaged parts and voice recorded site visit report of the engineer in CZ Helpdesk. This allows the central team to verify and evaluate the exact replacement that needs to be dispatched to the field engineer or the dealer.

C-SAT survey over IVR

CZ IVR comes with a standard C-SAT module over IVR which can be customized for a C-SAT survey using DTMF or voice input from the customers. Customer feedback can be viewed as standard report in the survey module.

Plugins to third party applications

The solution comes with standard web based APIs to plugin to any third party CRM, ERP,databases, BI tools,inventory management system, invoicing modules, etc. like SAP and Oracle.

Extended AMC management module

Extended AMC module in CZ Helpdesk helps enterprise to track product replacement tickets under warranty or out of warranty and accordingly raise bills to the dealer or the end customer for the replacements.

Self service and Bot

CZ Bot provides a 24/7 virtual assistant to customers and reduces the wait time. CZ Guide provides the knowledge base and automatic ticket creation by field engineers.