ant my erp

Complaint

Management

Boost Service with the best Complaint Management Software in place.

Manage Service Complains for Sales, Rental, AMC, MPS, ASP Business Model

Receive – Auto Assign – Resolve –  Track Customer Complain with the Service ERP – Ant My ERP Your Trusted Partner for Field Service Management

Management

Customer Service Tickets

Entire Service Management can be effectively managed with the integrated and automated Complain Management CRM software, Ant My ERP.

You can create multiple complaints or support tickets with the Service ERP. The Complain Management CRM Software helps you handle support calls for all Business Models, whether Sales, Rental, AMC, ASP, MPS or Visit Charges. The tickets can be manually assigned or get auto-assigned to the nearest engineer on the technician mobile app.

The service engineers get notified on the tickets assigned to them. They can perform the repair activities, raise spare parts requests from the app, upload relevant service reports and take customers’ signatures as well. They can solve the tickets and by taking customer feedback the coordinator can close the support ticket.

Escalation Matrix (SLA)

Dynamic Service Level Agreement in the Service CRM helps you manage escalations for multiple customer contracts, for multiple products and for multiple locations.

The Complaint management software enables you to map different SLA parameters for a different customer contract, product, or location. The Service ERP helps you define various levels of escalation into the software. This helps the customers to reach us in case of an SLA breach.

The customer can escalate the support ticket issues to the concerned authority defined for the escalations if their complaint is not resolved as per the SLA. The Service Level Agreement helps you and the customer to bridge the gap between the two of you. This escalation matrix ensures you provide the best on-time service support to your customers.

Response and Feedback Management

Ant My ERP helps you take customers feedback for all complaint tickets. Proper response and customer’s feedback help you analyse your customer service process and help in improving the same.

Help Desk Management

The Field Service ERP provides you with the customer help desk system. The complain software gives message alerts and email alerts to the customers for all complaint tickets. The Remote Call Assistance (RCA) feature creates a positive help desk support system where customers’ queries are instantly handled over the phone and they are notified with SMS and email for these support tickets.

Service Feedback Management

Feedback management helps you build and upskill your resources for a better customer support experience. The service coordinator can take the customer feedback after the engineer performs his job and rate the engineers. This helps you analyze your engineer’s performance and the need to upskill your resources for a better customer support experience.

Easy Accessible Knowledge Base

You can create a knowledge base for each of your products and make them readily available for engineers. You can upload documents in pdf, youtube links, or image files for the engineers to refer to while attending customer calls. These help them upskill their knowledge for handling customers’ complaints and improve customer services.

Customer Complaint Portal

The Field Service Management Software helps you create better customer complaint management by providing your customers with a dedicated portal for creating support tickets. You can have multiple customer portals where your customers can log in to create service tickets. The customers can anytime view the devices they have in contract with you and log their complaints.

Your customers can view all the support tickets they have raised with you and manage the devices. They can also check the ticket status and check for all Spare Parts replaced on their devices.

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