With the recent introduction of eVision’s Product Support Ticketing System suppliers may now provide a greater level of care to their dealer and service networks. Tickets may be created in relation to any product issue. All that’s required to start a proactive conversation with a supplier’s support team is the product’s serial number.
THE SERVICE DASHBOARD
Within the Technical Assistance section of the eVision B2B portal, customers may access their service dashboard. This is where all tickets are created and managed.
Tickets fall into different categories based on their status:
THE ANATOMY OF A SUPPORT TICKET
- Waiting for response – these tickets have already been transmitted and the supplier’s support team has responded. Customers may choose to “close” a resolved ticket or keep the conversation alive by responding with additional questions, images and files.
- Tickets to be sent – these tickets are still being compiled and are not yet ready to be transmitted.
- Warranties to be transmitted – these tickets have been “converted” into warranty claims. Key relevant data already entered in the ticket is carried over to the claim automatically. Once all relevant warranty information has been added, the claim may be transmitted.
- Tickets transmitted – transmitted tickets and their relative status are listed in chronological order in the main section of the service dashboard.
Tickets may be created for any product-related issue.
Notes, images and files may be added to provide as much relevant information as possible.
Once completed and transmitted, tickets will appear in the supplier’s service administration inbox.
Support staff may respond with suggestions, information, files, images or additional questions. A simple, comprehensive communication workflow is therefore established.
The contents of a service ticket are always accessible to the customer and, so long as the ticket is active, additional information may be included, questions asked, and changes made.
Once a ticket has been marked as resolved it will be permanently linked to the product’s service history.
TICKETS AND WARRANTY CLAIMS
Should an active ticket lead to the generation of a warranty claim, the applicable button may be clicked.
A warranty form will open, and all key data already logged in the ticket will be added to the form automatically. The warranty form may then be completed and transmitted.
All interaction between customers and service support staff relating to ticket and warranty updates is managed entirely within the portal environment. Both parties receive prompt notifications when support ticket and warranty claim status updates are posted, streamlining the entire communication process.
Once a warranty claim or ticket has been closed, relevant data may be transmitted to a third-party platform, such as the corporate ERP.
Corporations managing sophisticated IT environments may integrate eVision’s ticketing system with pre-existing CRM platforms, keeping both systems perfectly aligned.
ACTIVATING SERVICE SUPPORT TICKETING ON THE EVISION PORTAL
Service Support Ticketing is available to all eVision OEM clients and may be added to pre-existing subscription plans with ease. It integrates seamlessly with eVision’s warranty module, so customers already managing their warranty procedure on the eVision portal will suffer no disruption or data loss.
A QUICK MENTION OF EVISION’S WARRANTY SYSTEM
eVision’s online warranty management system provides significant benefits to both dealers and suppliers. It is a natural extension of the eVision ticketing system and integrates seamlessly with all other B2B modules present on the portal, including the interactive parts catalogues.
Find out more
To download printable information on eVision's Service Support Ticketing System please click here
> For more information on eVision solutions, please contact us by clicking here