Key Takeaways:
- Nural Field Service Management Solution streamlined Fiserv’s call handling and service response, significantly reducing downtime.
- Nural Buffer Stock Management App ensured that Fiserv’s technicians had essential supplies and spare parts on hand, preventing delays.
- Nural Field’s comprehensive dashboard enabled Fiserv to monitor service operations in real time, improving adherence to SLAs and TATs while boosting customer satisfaction.
Enhancing Service Center Efficiency: How Fiserv Leveraged Nural Field Service
Operation efficiency is vital in the hectic world of financial services. Fiserv is a world leader in technology for financial services. It has been at the top of this field since the beginning. Since 2005, Fiserv has had a significant presence in India. Every day, millions of safe transactions connect financial organisations, enterprises, and consumers. But Fiserv encountered challenges that called for creative answers, much as many businesses running sophisticated operations do.
Simplifying Merchant Acquisitions: Challenges Faced by Fiserv
A major part of Fiserv’s operations is their merchant acquisitions department. This department handles everything from delivering Point-of-Sale (POS) machines to setting them, servicing and reinstalling them. But there were many inefficiencies that went hand-in-hand with it creating concerns over customer satisfaction and service quality.
The main challenges included:
POS Maintenance: Managing timely repairs on broken machines have always been challenging.
Consumables Management: Paper roll supply for tickets generation was often forgotten.
Complaint Routing: It required a lot of effort to direct complaints to the nearest technician who could fix the problem quickly.
Monitoring Performance: The absence of an all-in-one dashboard made it difficult monitoring open or closed complaints.
To achieve ease and effectiveness in operations, Fiserv needed a solution to address the multisectoral demands of customer service. The goal was to streamline all steps involved while ensuring that service requests were honored within the agreed Service Level Agreements (SLAs). Additionally, maintaining adherence to Turnaround Times (TATs) was crucial for operational success.
The Fix: Nural Field Service Comes to the Rescue
To tackle these issues, Fiserv turned to Nural Field Service Management Solution. Nural Field can be used as a web-based platform or as an app for service technicians. It has many powerful modules that are meant to make service operations run more smoothly.
1. Service CRM to Handle Calls
The Service CRM tool from Nural Field transformed Fiserv’s call handling system. Customer questions were answered in real time to ensure resolution of issues on the spot so as to avoid missing any call.
2. Nural Service Technician App
Through Service Technician App, Fiserv’s technicians could get alerts and information about service calls in real time. This helped them to respond quickly thereby reducing downtime tremendously while serving clients better.
3. Nural Buffer Stock Management
Fiserv could manage inventory control effectively thorough Nural Buffer Stock Management App. This solution ensured that technicians always had the necessary consumables and vital spare parts on hand, thereby avoiding delays caused by inventory shortages.
4. Service Dashboard
With this comprehensive service dashboard, Fiserv had access to their service operations live. Therefore, the organization monitored its crucial performance indicators at all times. This feature helped in identifying bottlenecks, tracking progress and ensuring every request for service was met within the TAT and SLA.
Nural Field’s integration with Fiserv’s merchant acquisition systems has been seamless, resulting in improved data accuracy and efficiency. Such a combination was useful to overcome Fiserv’s challenges and set new benchmarks for industry excellence.
The Outcome: An International Success Story
As a result of their service center performance, Fiserv has noticeably improved since they started working with Nural Field. During these periods, they grasped how well it worked, leading to its adoption by Fiserv’s operations in countries such, leading to its adoptiond Indonesia. The innovations implemented by Nural Field during the period revolutionized the organization’s service processes and enhanced customer satisfaction for Fiserv.
Do You Have the Readiness to Take Your Service Operations to Another Level?
If you want to enhance operational efficiency and improve performance of service centers, consider using Nural Field. Discover how our innovative ideas can help you achieve unprecedented levels of customer satisfaction and operational effectiveness. To learn more about Nural Field, contact us today so we can start transforming your way of serving.
