In today's fast-paced world, the automotive industry is constantly evolving, and so are the challenges that come with it. With the increasing complexity of products, the number of technical issues reported by dealers and customers is also on the rise. For Original Equipment Manufacturers (OEMs), it's important to address these issues quickly and efficiently to maintain customer satisfaction and brand loyalty. This is where the tool “Field Technical Report (FTR)” comes in.
The module serves as a central repository for all the issues reported by the dealers along with their solutions, making it easier for OEMs to keep track of every problem.
Some of the Features of the Field Technical Report:
SLA-Based Issue Tracking
The inbuilt SLA rule configurator helps OEM color code the cases making it easy for the admin team to track different issues reported by the dealer or service engineers thus reducing the time & effort required for manual tracking.
Integrated TAR, FTR & Product Concerns
The platform not just provide the dealer to submit technical issues in the form of a TAR (Technical Assistance Request) but Service Manager or other authorized personnel from the OEM can also combine one or more TAR to create an FTR (Field Technical Report) and likewise back office team can combine one or more FTR to create a product concern and report the same to the supplier. So all the people involved in the value chain are seamlessly connected through one unified solution.
Integrated Knowledge base (Intelli Wiki): Issues reported by one dealer can be an issue for other dealers as well, hence once resolved FTR provides the OEM a facility to convert any issue into an article which can be accessed through Intelli Wiki – the internal knowledge base management system. Dealers can first look for the solution to any problem in Intelli Wiki and initiate a new case only when they don’t find anything related in Intelli Wiki thus saving a lot of time for all the people involved in the process.
Central Repository
FTR serves as a central repository for all technical issues reported by dealers, allowing OEM executives to keep track of all issues and ensure that they are addressed in a timely manner.
Real-time Status Updates
Since all the people involved in the hierarchy are connected through a single system they can have access to real-time updates on the status of each technical issue, enabling dealers, service managers, and OEM executives to stay informed on the progress made toward resolving the issue.
Analytics and Reporting
FTR provides analytical reports on technical issues, such as the number of reported issues, time to resolution, and most common issues, allowing OEM executives to make data-driven decisions to improve support services.
Mobile Access
FTR can be accessed from mobile devices, allowing dealers and service managers to report and track technical issues from anywhere, at any time.
User-friendly Interface
FTR provides a user-friendly interface for dealers, service managers, and OEM executives, reducing the learning curve and ensuring that technical issues are reported and resolved efficiently.
In conclusion, FTR is a valuable tool for OEMs to manage and address technical issues reported by dealers. By automating the process, OEMs can ensure that every issue is addressed quickly and efficiently, improving customer satisfaction and brand loyalty. With a central repository of all the issues reported and their solutions, the module serves as a knowledge base for future reference.
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