Problem Reporting Made Easy with Technical Support Module

A business can function properly only when there is coordination and cooperation between all of its entities. OEMs depend on dealers for their product’s outreach to the market and in return they provide technical help with respect to the product. But it’s easier said than done, as in every OEM network there are hundreds of dealers and staff working and its highly improbable to address all their problems. Dealer satisfaction thus becomes a grave concern and this is where Intellinet’s technical support module weighs in.

Utilizing this state-of-the-art support module, the OEM can manage and monitor the entire problem logging process and aim to reduce turnaround time for any problem. Intellinet’s technical support module has been specially designed keeping in view the requirements of problem reporting process. The module completely automates the process as it allows dealers and suppliers to report issues and technical complaints directly to the equipment manufacturer.

There are 3 main parts of the Intelli technical support module:

• Technical Assistance Report: A problem is reported or registered by a dealer using a TAR. Once reported, the TAR is then assigned to a service manager or any OEM designated person for further analysis. Dealers have to explain the problem in detail for proper understanding of the processor. The dealer can also attach a VIN number or serial number with the TAR, for OEMs reference. The service manager is responsible for responding to as many TARs as possible and all unresolved remaining TARs are grouped to create an FTR
  

• Field Technical Report: An FTR provides an in-depth view of the problem to the backend team, which also includes the actions employed by the dealer so far. FTR also contains case details which includes serial numbers and VIN numbers where a dealer may have been facing problems. The backend team tries to address as many FTRs as possible but in case but for all unresolved ones, they combine the FTRs to create a product concern.
  

• Product Concern: A product concern provides an all-round view of the problem along with the details described in the case. Additional supporting documents like images, pdfs, video etc. can be attached for reference.

Thus, it can be concluded that Intellinet’s technical support module is a full feature software designed to bridge the gap in the problem reporting process in any organization which boosts coordination and cooperation.