Service Call Management
The Problem
Consumers expect great service. They insist on availability and demand responsiveness. Call takers are expected to have a history of the consumer’s problem at their fingertips. Consumers don’t want a long and complicated process involving multiple phone calls, multiple people, and multiple explanations of the problem. They become devoted to brands that resolve problems reliably on the first call.
Consumers rarely forget their first impressions. Depending on their experience with a service call, consumers may feel that they wisely selected a dependable brand or that they made a purchasing mistake. Companies have minimal contact with their independent service contractors and they have little or no control or influence over how the consumer is handled during this critical period. Without proper controls and insight, customer satisfaction is left to chance.
Our Solution
Automation of the entire service call process links a company to their independent service providers and gives customer service control of consumer calls. Consumers gain a single point of contact to schedule service and companies can depend on providing consistent and predictable assistance to the consumer.
ServiceBench Service Call Management
The ServiceBench Service Call Management solution speeds response time to consumer calls by automating the entire process of capturing, scheduling, dispatching and tracking service calls. When problems occur, consumers only need to make one call to schedule service. Call center agents are provided with a calendar to schedule service from available timeslots across multiple pre-authorized service providers. Communication between companies and their independent service providers is improved with easy online calendar maintenance, automation of service dispatch and forwarding of all relevant background information to the service provider. Tracking facilities log the history of a consumer’s calls to assist with rapid problem resolution. By capturing customer information and service dispatch data, early insights can be gained into the quality and effectiveness of the service call process in order to create consistent, high-quality customer service.
The Service Call Management solution from ServiceBench provides the essential foundation for creating a highly responsive customer service organization. Companies can devote their resources strictly to providing world-class service that achieves the highest levels of customer satisfaction.
The ServiceBench Service Call Management solution consists of the following modules:
Event Capture
The Event Capture module is a web-based contact management system capable of recording all incoming service calls to the call center and tracking a consumer’s inbound inquiry from initiation to completion. Event Capture is seamlessly integrated with the Dispatch module for complete management of consumer requests that require initiation of a service call. A permanent record is retained of all incoming phone calls which can be immediately accessed by the entire call center allowing the staff to be better informed and more responsive to the current consumer request. Secure access is provided with unique logins and user permissions. The need for a costly CRM system is eliminated.
Dispatch
The Dispatch module is a service management software solution that centralizes and automates the management of in-home service calls by serving as a hub for scheduling and dispatching of independent service companies. Customer Sservice calls are scheduled and tracked to resolution. Dispatch offers a range of options for initializing and dispatching in-home service calls including notifications to e-mail enabled mobile and wireless devices. All related background and technical information is transmitted to the service provider. Service companies can use Dispatch to monitor their initiated dispatch queues, manage availability of service resources, accept dispatches, acquire needed authorizations and report the status and resolution of all service delivery events.
Dispatch provides import and export interfaces to business management systems used by service providers and to CRM systems used by warranty providers. Dispatch seamlessly integrates with the Claims Management solution so that completing a claim often requires that only minimal additional information be entered into the system. Dispatch improves the consumer experience by enabling a rapid and accurate response to service calls.
Service Locator
The Service Locator module provides consumers with easy search capability for local service providers. Service Locator gives consumers access to a directory of service companies from a Web site or via a telephony interface. Companies can configure the priority ranking of service providers based on data such as past performance ratings. Using the ServiceBench managed directory eliminates the need to create and manage a database of service providers. Companies can offer consumers more immediate self-service options, while reducing call center volume.
Service Call Analytics
Service Call Analytics is a powerful tool for companies to gain early insight into trends that drive the success of their Dispatch process. With Service Call Analytics, you can quickly and reliably assess and monitor: the overall success of your program, the performance of individual service providers and identify other items that may be impacting the success of your program. Data mining tools are available to drill down into detail and perform root cause analysis on performance variances.
Service Call Analytics enable faster, more informed decision-making across the organization through the use of key performance indicators and interactive charts that illustrate statistical trends that can be used to predict future performance. Companies can analyze service call data to improve the cost effectiveness of the service supply chain, improve the quality of the service network and increase the reliability of manufactured products.
