Pulse v3: Recording a Technical Issue
- Olanike Dairo (Unlicensed)
Pulse allows technical issues tracking and recording for customers.
Once a customer have an issue with his component he calls the call center for troubleshooting and, if it fails he goes to the shop for replacement.
The call operator will record technical issue in ERP which will remain open until the issue is resolved.
Shop Managers can also access issues that have already been recorded at the Call center and need to be replaced at the shop.
When the customer reaches the shop, the Shop manager should first:
- Physically inspect the device to see if there is a case of tampering
- Use the troubleshooting guide to check if there is an actual technical issue
- Confirm with customer how they have been using the device
- After confirming that the device has an issue, Shop Manager can go ahead and record the issue after which they can record a replacement or a drop-off
After recording the technical issue, you complete it as follows:
This can be done at the shop level and also in ERP.
Once Pulse is not responding the Shop manager can always call the call center to ask them to record the replacement on their behalf.
These are the statuses that will be found in ERP and Pulse, showing different statuses of a customer before the the issue is resolved.