JFE's Profile

JFE encountered a significant obstacle in dealing with faulty appliances under warranty: the absence of a centralised system for communicating with vendors to raise support tickets and coordinate solutions between customers and vendors while ensuring all interactions were recorded within the system. With a high volume of deliveries, promptly addressing customer issues was crucial for maintaining satisfactory service. Relying solely on WhatsApp and email made it difficult to monitor and track these cases effectively.

To address this challenge, we implemented a streamlined workflow for logging service calls, creating a more efficient and user-friendly process for JFE. Here’s how we did it:

Upon receiving a customer inquiry regarding a faulty appliance via phone or email, the JFE team can now easily create an internal helpdesk ticket for their service team. This process starts by accessing the related sales order and generating a ticket from there, ensuring all relevant information is included from the beginning.

Each ticket contains essential details such as the nature of the appliance issue, the vendor involved, a description of the problem, and the designated internal helpdesk for handling the ticket. This comprehensive information allows for efficient handling and resolution.

Once a ticket is confirmed, the relevant helpdesk team receives notifications, allowing them to track the associated sales order and item details easily. This automation ensures that no ticket goes unnoticed and speeds up the resolution process.

The helpdesk team can communicate with the vendor directly from the system by sending an email that includes all relevant order details. This eliminates the need for external email exchanges and keeps all communication centralised.

All interactions with both the vendor and the customer are recorded within the ticket. This record-keeping ensures transparency and provides a complete history of the issue and its resolution.

Upon resolution of the issue by the vendor and confirmation of customer satisfaction, the ticket is promptly closed.

By incorporating pre-defined stages, tickets progress through different phases with various team members engaged as required, thereby ensuring a systematic and efficient resolution process.

By implementing this streamlined workflow JFE aims to improve its ability to manage and resolve warranty issues. The centralised system ensures efficient communication between all parties, reducing response times and improving customer satisfaction. Accurate record-keeping and automated notifications enhance operational efficiency, allowing JFE to handle a high volume of deliveries and service calls more effectively.