After Sales Support System >> Register Calls

• In order to login a complaint, the call center operator needs to login first.
• After successful login, the operator gets the following screen, which is divided into 5 screens
  o Category Selection
  o Search Customer /Machine
  o Selecting Machine/Branch
  o Complaint Details
  o Machine History
• In the Category selection, the operator will get 5 dropdown, among which you have to select the type of complaint you are going to enter i.e.
  o Preventive
  o Breakdown
  o Spare Order
  o Installation
  o Courtesy Call
• The first step would be to identify the customer either by his Serial No, Company Name, Telephone No
• After tracking the customer. After this it is required to ask the person name who has logged in the complaint along with his phone number.
• After tracking the customer Id, there will be a list of machines, which are under warranty or service for the customer.
• The model details can be viewed by clicking on the machine serial number – which will show the configuration of the machine to the operator.
• After confirmation of exactly which machine is having a problem, the operator will select the corresponding option button besides it machine id.
• After clicking on the detail link, you will be able to view the complete Machine Summary of the selected machine.
• The Summary / History of the machine will cover up aspects like – Service Start Date, Service End Date, Type Of Service, Total Number of visits made till date for the machine, Last Visit Date, Replacement Details, Assigned Engineer and Last Complaint Status.
• If the machine is not under warranty or under any service, then a message will be flashed saying that “Service has expired”.
• Also if there is already a pending complaint for the same machine, which has not been closed as yet, then a new complaint cannot be placed.
• Finally for placing the complaint, the complaint details have to be entered in the 4th screen and place the complaint.
• Here the operator need to select the engineer name from dropdown to whom the complaint se want to assign.
• The branch will also be displayed where the machine is located which will be useful while placing the complaint.
• A complaint number will be generated and the same can be given to the customer, so that he can call up and track the status of the same.