How Can OEMs Benefit from Helpdesk Software?

An OEM network can consist of hundreds of dealer partners which further may have staff working under them. It would become impossible to address all of their problems and provide a solution in time. This can lead to dissatisfaction and growth of resentment among the staff and ultimately affect productivity. Now, this is where the OEM help desk software plays a vital role. The help desk software has been specially designed for OEMs to streamline the entire process of problem reporting by the dealer to be resolved by OEM and additional resolution by suppliers if needed. The module helps dealers and other stakeholders of OEM to report technical problems to the service manager before the problems turn into something big. The entire module of help desk software for OEMs is divided into 3 parts:

• TAR or Technical Assistance Report

• FTR or Field Technical Report

• Product Concern

Now let’s take a look at some of the features and functionalities of this module and understand how it can improve the organizational functionalities.

• Task Prioritization: Intelli help desk module provides an option to prioritize issues at the time of submitting a TAR/ FTR. Prioritization ensures quicker response time and customer satisfaction.

• Better Communication: The module allows better two-way communication between the OEMs and the dealers through chat messages.

• Aging: With this functionality, the OEMs can keep track of the requests that have been pending without any action either by the OEM or the dealer. This allows them to keep a check on the delayed issues and escalate it if required.

• Color Coding: OEMs can define color codes for TAR or FTR which provide a quick status lookup. For example, a certain color can indicate the specific age of the request.

• SLA: This functionality allows stakeholders to remain informed about the turnaround time for any request.

• Alerts: The help desk software provides a mail alert facility after any state of a request gets completed.

This module is full-featured help desk software for OEMs that integrates everything on one platform. It not only makes the organizational work process more efficient, but it also brings about transparency and enhances productivity