Service eDGE – SP Solutions (Pvt) Ltd

Functional Overview

CRM Potential of Service Edge

Complaint Module

Receive a Complaint

Receive complaint via call center , mobile app , or other channels and record them on the system

View Complaints

Complaints recorded show up on the summary panel. The clock starts. Filter complaints to view them.

Review and Classify

Complaints can be viewed and classified : GENERAL COMPLAINTS / PRODUCT / DEPARTMENT SPECIFIC etc.

Resolve the Complaint

The complaint is kept open and followed up using action points and the chat function. Until the complaint is resolved. Document the ROOT CAUSE & Remedial Action Taken.

Allocate to a Department

Complaints can be reviewed and allocated to a department. The department head , must review and accept. Then add action points to users in the department and across the organization.

Get Customers to Confirm

Customers confirms that the complaint has been resolved via mobile app , or customer portal. Customer also have the option of allocating a satisfaction score which is updated on dashboards.

Installation Module

Trigger an Installation

A job request can be triggered from your sales platform if any item purchased required an installation.

Carry out Site Inspection

A site inspection to validate that the installation can be carried out as standard installation. Or if a special costing is required.

Cost Estimate

In the event a special installation is required. It can be costed onsite through the technician mobile app

Customer Approval

If a special installation is called for. Then the customer must approve on the portal or mobile app.

Team Allocation

The job can then be allocated to the relevant team: Company team Franchise team or Sub contractor team , via the mobile app

Carry out Installation

The team can be navigate to the customer site , using the app. Carry out the installation taking pictures before and after. Updating stock usage as well