Seeking to provide holistic customer solutions, our drive for pioneering innovation is not limited to products. Our innovation extends to our service offering, aiming to provide our customers with excellence in operations and best-in-class services.
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
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