Customers and engineers of warranty and service specialist, Independent Service (Domestic Appliances Limited) can now manage their service calls online after the company launched a service management web portal.
Offering real time reporting for all service calls, an open management platform, full diagnostic reports, parts identification and ordering facilities, the portal is expected to “˜greatly streamline’ Independent Service’s operating practices.
“˜We wanted to offer both our clients and engineers an automated interface that represents a dramatic change in the service we offer and support we will be providing,’ said Julian Hunter-Jones, business development manager at Independent Service.
Engineers will receive notification of a service call by email, fax or text. They will then be able to log onto the portal to access all the information they require to book an appointment with the customer and progress the job.
“˜The web portal offers complete service call management from a customer request to completion. Everything can now be done on-line which leaves our engineers more time to complete customer calls and less on paperwork,’ says Julian Hunter-Jones.
“˜This will completely revolutionise not only the quality but also the speed at which we can provide clients with detailed data that can be used for management reporting,’ he added.
Author: SM 365 staff
Date: 9/05/07
Big thumbs down to ISDAL. Awful customer service, I have been on hold for 19 minutes and still holding for someone to answer the phone to deal with a repair request.
What a shower of complete wasters, phoned for an hour to try & get through one afternoon gave up in the end, then the next day 1 min past 9 -o-clock got through, spoke to technical dept to ask a question, guy said he was not sure of the answer told me he would phone me back with the answer needless to say still waiting. I would suggest to anyone dealing with this firm is not to !!! go buy your goods from Solomon else other that B&Q as B&Q just pass the buck, nothing new about that !!!!!!!!!!!!