A Leading Health Care Equipment’s Manufacturer from Spain having 5000+ Clients in India Since 2003, wanted to have one Software which will manage their customer issues seamlessly with 150+ service engineers across India
Customer Supply health care equipment’s and lab equipment’s to all the hospitals and labs all over India, importing from Spain. They are having 150+ service engineers and 5000+ clients, they wanted to automate the entire support process and manage their service engineer’slocation through mobile app to improve customer satisfaction and provide a world-class service to their clients by attending tickets on time.
RSoft Team went to their business directly and sat with them to understand how they run their business. We clearly recorded each and every step of their business and created a flow of process and confirmed the same with the client. Within 15 days we were able to incorporate the flow in the web view and made them use the software and took their suggestions. In another few days they completed the suggestions and started working on the mobile application based on the web software.
In another 15 days mobile application was completed and started the implementation with their managers. In a week we took down all the improvement areas and suggestions and implemented to the PAN India staffs. Now they are able to manage their trouble tickets as per their SOP. Gap between the raising tickets and forwarding to the right department has been removed and automated. As it’s a healthcare it’s critical to address the issues on time, now customers are happy as they get clearly automated SMS and Email as soon they report any issue. From the company side they are able to see whether the customer or equipment is under warranty or expired in a matter of seconds, which helps them to assign the tickets to the right person immediately.
Their customers also get the updates on their issue and when it will be fixed. They get to know who is the technician going to visit the customer and at what time. Now service engineers can request for spares from the clients place and know the status of the spares they have requested. Once the service is over they get feedback on the issue how it was handled which gives the management a good grip to maintain the customer satisfaction levels. If any critical complaints are recorded, it is escalated to the maximum level possible to address the issue. Now the company is able to see which client’s place their engineers are currently serving, how many clients they visited on daily basis, handle issues on the priority basis.
“We were having concerns from our customers in terms of support, after which we decided to automate our entire support process. We had enquired online for software, but no one turned up for days. Only RSoft called us instantly after the enquiry and visited our office the next day. We took 10 days to compare the quote with other vendors, which we felt we wasted time. RSoft was comparatively having all features we need, priced reasonably and also provided good support since we enquired. Almost all vendors who did not even come to our office or understand our requirement quoted double than RSoft, so we whole heartedly decided to go with RSoft after taking confirmation from our Spain head office.
RSoft knows what we wanted in the initial discussion itself, they noted down exactly everything we discussed. And in a month we are ready to go live which no one provides in the market, as almost everyone quoted 4-6 months for the same requirement. Now customer’s issues are addressed on time and engineers are providing transparent support as they know after every ticket there will be feedback on the same. All our senior management including the investors from Spain were happy with software and we want to automate other sister concerns also. Now we are showing this as our unique selling point comparatively with other providers.
I recommend RSoft for all companies as they are 100% secured and understanding our requirements and coming up with a solution. Now we are future ready!!!”
BioSystems Diagnostics Pvt. Ltd
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