Aftersales Support Workflow Process

Aftersales support is integral for customer satisfaction which is part of our core values. The support team is a key component in achieving this. It is our duty to resolve ALL queries and while attempting to do so we should provide timely and adequate feedback to customers. The document below outlines the process from query to resolution.

Receiving a Query:

  • Aftersales queries are initiated by customers, staff members or internal processes via any physical customer interaction, email, text, WhatsApp, phone calls or social media.

Logging a Query:

Query Classifications

  • Aftersales queries generally regard equipment installation, functionality or training and can be classified as below

    Repairs: Any malfunctioning Equipment
    Service: Any routine service on maintenance for equipment
    DDI (Installation): During delivery installation. Any onsite setup/training of equipment that happens when we initially deliver the goods to the customer. This does not have to be on the same day as the delivery but not more than 5 days of delivery.
    PDI (Installation): Any onsite setup/training of equipment that could not be one within 5 days of delivery. This could attract extra charges. To be approved by management
    Training: Any onsite user training on functionality or application of equipment that does not include delivery or installation
    Other: Any query regarding proper usage and functioning of our Products regarding requests for manuals, SOP’s, information on application etc.

New Tickets

  • All new tickets are automatically assigned to the Aftersales Support Administrator (ASA) who is responsible for
    – Communication with customers
    – Update ticket properties
    – Communicate with Technical Team Lead, staff technicians and/or contracted technicians to resolve issue
    – Communicate with Accounts for invoicing
    – Update the activity trail of the ticket
    – Assign Tasks and Appointments/Events regarding the ticket
    – Link duplicate tickets
    – Resolution and Closing Ticket

Update Ticket Properties

  • The ASA is required to update the ticket properties. Outstanding information can be requested from customer in the Acknowledgement mail

Acknowledgement of Query

  • Our first response to the customer is to acknowledge their query. The following email templates apply. (This does not apply to DDI tickets)

    Acknowledgement of Query – Potential Charge: To be used if the query could attract charges. This includes equipment covered/uncovered by warranty, with or without service plan. The template includes a disclaimer regarding our charge policy which customers must accept by acknowledgment of our email for us to proceed with the query

    Acknowledgement of Query – No Potential Charge: To be used if the query does not attract any possible charges. Example: A customer requesting a manual. We can proceed with this query with acknowledgment of our email from customer

    Acknowledgement of Query – Follow Up: To be used if we require acknowledgment of our email from the customer and have not yet received the acknowledgment.

DDI Tickets

  • DDI tickets link the Order to Delivery Workflow Process with the Aftersales Workflow Process.
  • Once the Storeman has completed QC he will then proceed to create a ticket with the DDI Web Form with the subject “Order Dispatched”
  • A ticket will be created with all the information required for the ASA to arrange Delivery and Installation
  • Refer to “How to Resolve a DDI Ticket Flow Chart”

How to resolve a Ticket

  • The ASA will now determine the next step in resolving the ticket by discussing with the Technical Team Leader (TTL)
  • All ticket communication needs to be done on the open ticket using Zoho Desk Software
  • Communications with customer can be done using the “Reply to Email” Function
  • Internal Communication can be done with the “Comment” function
  • All conversation will be recorded and available for recall in the “Conversation” tab.
  • Refer to “How to Resolve a Repair Ticket Flow Chart”
  • Refer to “How to Resolve a PDI Ticket Flow Chart”
  • Refer to “How to Resolve a Service Ticket Flow Chart”

Events

  • the ASA is required to schedule all Ticket Events under the activities tab
  • This includes but are not limited to site visits, customer meetings, onsite training and installation, service, repairs and maintenance
  • The Event Owner is the person/s responsible to attend the event
  • Event owners will be notified via email.
  • The ASA is responsible for adding the event to the Event Owners Calendar via Zoho Calendar marketplace extension

Tasks

  • The ASA is responsible to assign tasks to other members of the support team under the activities tab
  • The Task Owner is the person/s responsible to complete the task
  • Task owners will be notified via email. The task owner is responsible for adding the task to their Zoho Task list.

Approval

  • The approval tab should be used to request approval from higher management (Preston or Laren)
  • Management is able to view ticket properties and the activity history when approval is requested thus making it easier to make a decision.

History

  • The history provides a summary regarding all ticket events, tasks, internal communication, communication with customer (via the email function within a ticket)
  • The ASA is required to update the ticket with all communication with suppliers, internal communication, or any other pertinent information
  • This can be done using the task feature

Internal Discussion for tickets

  • The comment feature is to be used for all internal communication.

Job Complete

  • Job Complete refers to a ticket that has been resolved and now requires to be closed or to be invoiced and then closed
  • A Job can be marked complete is the following criteria is met
    Repairs:     When the Job Card received indicates that the repair is complete
    Service: When the Job Card received indicates that the service is complete
    DDI: When the Installation Report indicates that the Installation is complete
    PDI: When the Installation Report indicates that the Installation is complete
    Training: When the Installation Report indicates that the Installation is complete
    Other: When the TTL approves that the job is complete.
  • If the above criteria is met the ASA can proceed to save the Job card in the OC folder and update the resolution tab on the ticket and change the Status to “Job Complete” under ticket properties

Invoicing

  • Once the Ticket Status is marked “Job Complete” the AA will automatically receive an email with instruction to invoice. All ticket information can be accessed by clicking the ticket reference
  • Please note all tickets with the Classification “Other” will not receive instruction to invoice. Therefore if invoicing is required please make sure that the correct classification is used
  • The AA will proceed to send the Invoice to the customer and cc the ASA.

Closing a Ticket

  • The ASA is required to receive the email with invoice (that was send to the customer from the AA) to close all Repair, Service, DDI, PDI and Training Tickets
  • Tickets with the Classification “Other” can be closed after the TTL approves that the Job is Complete and the Resolution is updated

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flow charts

How to resolve a ddi ticket How to resolve a PDI ticket How to resolve a repair ticket how to resolve a service ticket

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recieving and Logging a Query Query Classifications Acknowledgment of query DDI Ticket Pt1 DDI Ticket Pt2 DDI Ticket Pt3 How To Resolve a ticket How To Resolve a Repair Ticket How To Resolve a Service Ticket How To Resolve a PDI Ticket Events and Tasks approval and History Job Complete - Closing a Ticket

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