Why Dealers Should Use the Helpdesk Software?

In the automotive industry, the manufacturing and selling of products depend on the smooth relation between dealers and manufacturers. If dealer issues are timely and efficiently addressed by the original equipment manufacturer, the dealer’s trust is strengthened and this ultimately improves the service quality. Many times, it is the system at fault and not a particular party. If the system is not flexible, there is no transparency or communication, issues are bound to crop up.

In order to provide an effective direction to the problem reporting process, intellinet designed the help desk software for dealers which can be utilized by them to seek technical support from the OEM. The dealers can utilize the module to check for solutions to previously raised issues and refer them for solutions. This technical support module for dealers allows them to report the issue that they are facing, which is analyzed by the original equipment manufacturer and they can provide a solution.

The module has a section where all information related to the issue is collected. For the OEM to completely understand the issue, the dealer needs to describe the problem in detail, as much as possible. For more clarity, Dealers can also attach supporting images and videos. The help desk software streamlines the entire process of problem reporting by the dealer to be resolved by OEM.

The process of reporting a problem is divided into three parts:

1. TAR or Technical Assistance Report

2. FTR or Field Technical Report

3. Product Concern

● Task Prioritization: Help desk software allows dealers to prioritize their issues at the time of submitting a TAR/ FTR. Prioritization ensures quicker response time.

● Better Communication: A chat feature is available for two-way communication between the OEMs and the dealers.

● SLA: This functionality keeps the dealer informed about the turnaround time for any support request.

● Alerts: The help desk software provides a mail alert facility, where an alert mail is sent to the dealer whenever there is any action taken on their issue.

Since the complete process is online and information is conveyed quickly, it takes lesser time to devise solutions and the dealers and provide better service.