The organisation was seeking for a system to support SENS since it wanted to assure prompt service management. Before the product launch in September 2022, they hoped to have 500 or more Service Centres operating.
- Whatsapp Integration: They sought a solution that would allow customers to register their product purchases and receive warranty service via WhatsApp, a website, or a Toll Free Call Centre.
- Call Registration: In addition, a customer may visit the closest Service Centre and deliver a defective product if there is a problem with any of the items. The Head Office required a centralised system to monitor and handle all calls and clients arriving at any service centre.
- Drop Shipment: They also needed to make sure that using the same technology, they could provide the customer a hassle-free drop shipment of a replacement. They therefore want a solution that integrates couriers and provides real-time notice of various service or delivery actions.
The management requested information on the current population, defective reports, classification of various defects, turnaround SLA, buffer stock management, and third-party Service Centre reimbursement management from the centralised service information system (MIS).