THE CHALLENGE

Assigning an Engineer based on the skillset is a little tedious process as the needs of a valuable customer must meet with the availability of the resources. It increases customer loyalty, generates positive word-of-mouth and reputation among customers thereby decreasing barriers to buying.

Chameleon as a leading service provider in the field of installation and other sales-oriented services, experiences a wide scope of providing service on the whole path while, rendering after installation services too. When this was considered with utmost care, engineers assigned for a particular work should match with the appropriate customer obligations required such as date, timings, location mappings of both the customer & the assigned engineer, Type of matched skillset, etc for providing the service. Chameleon demanded for an integrated module to perform this tedious task.

SOLUTION BY AXCENSA

Our passionate team of individuals, worked with Odoo Helpdesk services and found a solution to Chameleon by integrating Assign Engineer module with Gantt view (A Gantt chart, which is a graphical display of all the tasks that a project is composed of), “Store Now, Use Later” Approach, etc with odoo Platform that enabled the client to give request for a service engineer for their customers, which is further processed based on the customer request. It has certain distinct features that show outstanding results among the customers through assigning engineer/raising tickets.

  1. Separate entity

A Job can be assigned to a service engineer in a single click without any interruption of the normal process performed in the front end thus saving time and reducing workload.

  1. Customized Suggest View

Suggestions from the ERP tool are configured with more internal integrations such as Engineer database, skill match, Google map for location visibility, Task availability check of the Assigned Engineer through Gantt view.

  1. Customized selection view

Integration of these configurations allows selecting Engineer according to the problem faced, the skill of the repair personnel, period of service, time allotted, location of the customer and the engineer, etc.

4. Fully Automated process

Tickets can be assigned automatically balanced amongst team members, randomly, or manually. Tasks allocated are prioritized with regular follow-ups using messaging utility, purchase orders, generation of invoice, payslips and reports being generated for the same.

RESULT

“Growth in business comes only with true customer satisfaction”

Good customer service relates to the services provided to the customers before, during and after a purchase. No matter the size of your business, good customer service needs to be at the heart of any business model if you wish to be successful. Through the integration of this assign engineer module, all of the service needs were expertly met by chameleon recognized for high-quality service with Installations, Field Service, Depot Repair, and much more, to develop business. It designs and structures a service delivery model and solution that fitted their needs.

ABOUT CHAMELEON

Chameleon is a leading service provider with the creation of Nationwide Cellular Fit (NCF) fulfilling a niche in the market by offering a truly nationwide installation service for about 29 years in UK. NCF quickly grew to become the largest hands-free car kit installation company in Europe. After holding that notable position for more than two decades, Chameleon has grown to encompass a range of accompanying services to more than 100,000 customers per annum.

AXCENSA WITH CHAMELEON

Customers are the major source for any business. Customer relationship is more considerable while speaking about service. Service can be done at anytime to their valuable clients. Customer engineers are also referred as the support engineers or service engineers, who are ready at the doorstep of the customers with technical and other possible assistance which includes debugging and developing products at their service. As chameleon’s has vast experience with Axcensa in many levels of growth, had led chameleon with an instinct to get serviced by Axcensa through Odoo ERP integration with this assign engineer module.

WHY AXCENSA?

At Axcensa, we understand that serving does not stop only with providing customer, a solution, it ends only with reliable service before and after every need of the customer at their end, thus, enabling the customer to opt for our service. In business, getting people in the door is a key to success. Perhaps an even bigger challenge is to keep them coming back. That’s where the importance of delivering excellent customer service comes into play. Great service makes your customers feel that you care about developing a long-term relationship.

Every Business is a service; and their focus is the customers

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