Repair Call Management

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We ensure efficient operation and best-in-class service performance of our Post Warranty Service through our eService (CRM) platform & Frigoglass Mobile Service (FMS), with which we manage the repair calls.

  • Customer Call Center portal & Service request handling
  • Automatic order dispatching to our network
  • Work order status, response time, spare parts consumption
  • Service Level Performance tracking vs. contract

Call management features

  • Status of service orders
  • Overview–list of all service orders assigned to the user, starting from the first one
  • New–orders just posted by the customer and not touched by the Service Provider (MSP)
  • Open–orders opened for visualization & action by the MSP
  • On Hold –orders that need clarifications from the customer or MSP
  • Expired–orders without any action, when actual date/time of the server is after maximum repair date/time calculated based on SLA (service level agreement)
  • Closed / In time –orders solved in the time requested by the SLA
  • Closed / Delayed –orders solved after the maximum repair time requested by SLA
  • Delayed Administrated / Closed in time–orders repaired In Time and closed in CRM after maximum administration time, predefined in SLA
  • Delayed Administrated / Closed Delayed–orders repaired Delayed and closed in CRM after maximum administration time