Design/Development of Customer Activated Repair Services System
Business Question/Need
The client’s repair operations group desired an automated system to allow for voice-activated initiation by customers to book repair tickets, provide repair detail and track assignments. The project goals were to allow residential customers to create trouble reports, hear the status of a pending or closed trouble report, request a trouble report be closed and be transferred to an agent. Additional goals included the ability to run automatic phone line tests, automatically schedule appointments with customers, dispatch technicians and to allow field repair technicians to report problems remotely via public coin telephones.
Technical Solution
Pinnacle led the complex system integration effort that included client desktop, telephony systems and customer records. The Interactive Voice Response Unit (IVRU)-based system retains customer information, performs customer look up and transfers the data to the agent’s desktop at the appropriate point in the repair process. In addition, the technical architecture allowed customers to respond to system inquiries that could be supported and scheduled through automation.
Technology: Periphonics IVR, Genesys
Project duration: 6 months
PTR Resources: 3
Benefits to Client
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Improves repair agent productivity by streamlining the repair process
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Allows for improved premise response time for field technicians
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Streamlines the customer request process and improves customer support statistics