Our client is a leading company in providing safety boxes to corporations or individuals for storing valuable assets. They need a system to handle enquiries from different channels for improving customer services – to repair or unlock boxes etc.
Challenges
– Consolidate all enquiries from different channels into one to ensure no missing cases
– Information from customers is not always detailed enough for smooth handling
– Duplicate communications cause unprofessional images to customers
– Some urgent cases might need immediate attention
Solutions
Mobile app for end-users
– Fill-in enquiry form with contact details & available date/ time for onsite services
– Allow uploading images & recordings about the issues
– Pop-up estimated costs for services before order submission
Cloud-based admin panel
– Receive instant email notifications upon orders
– Centralized all orders into a table for easy handling
– Allow export into CSV/ excel format for reporting
Outcome
– Centralized all orders into one single channel – reduce manpower for compiling records
– Cloud-based admin panel allows checking order status anywhere with network
– Instant notification to staff for taking immediate actions to settle urgent cases
– Improved overall customer services efficiency
