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Automated availability: the point of contact between companies and customers. Automated service for managing interventions

22 March 2023

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SUMMARY

What are the functions of automatic on-call and why does it facilitate the work of companies? Companies that require an service automated on-call service need to create a SPOC (“Single Point Of Contact”), which is a singlepoint of contact where they can receive calls for service from their customers. This phone number (usually the assistance is voice) is provided to the customer base, to prevent the user from calling the technician directly, who had perhaps offered his or her own personal contact during an initial intervention. The automated on-call service is available 24 hours a day, seven days a week, allows companies to rotate technicians at their own discretion, and allows customers to make contact with operators. Who is the automatic on-call service for? Automated on-call service is in high demand by those companies usually operating in facility and property, making use of a network of technicians spread throughout the territory such as installers, repairers, fitters. Thisfunction was created with the intention of offering a service that can enable companies to better manage the requests for action made by their customers. How does the automatic on-call service work? The benefits for companies A voicebot responds (taking over the request is…

What are the functions of automatic on-call and why does it facilitate the work of companies?

Companies that require an service automated on-call service need to create a SPOC (“Single Point Of Contact”), which is a singlepoint of contact where they can receive calls for service from their customers.

This phone number (usually the assistance is voice) is provided to the customer base, to prevent the user from calling the technician directly, who had perhaps offered his or her own personal contact during an initial intervention.

The automated on-call service is available 24 hours a day, seven days a week, allows companies to rotate technicians at their own discretion, and allows customers to make contact with operators.

Who is the automatic on-call service for?

Automated on-call service is in high demand by those companies usually operating in facility and property, making use of a network of technicians spread throughout the territory such as installers, repairers, fitters. Thisfunction was created with the intention of offering a service that can enable companies to better manage the requests for action made by their customers.

How does the automatic on-call service work? The benefits for companies

A voicebot responds (taking over the request is immediate, so waiting times are zero compared to those expected with a human agent) and based on a series of algorithms recognizes the calling customer, verifying the type of maintenance contract in place and evaluating management policies. In this way it certifies whether the requested intervention is planned or not.

It is a H24 garrison, which keeps costs down compared to an operator: traffic volumes for emergency response requests are often not that high, they are not evenly distributed throughout the day. Service automation therefore represents the most convenient and practical solution for companies.

The automatic on-call system, based on an initial configuration, Connects the customer with the area technician who is on duty at that time (the rotation is defined by the company) or notify the technician himself, so that the technician can make an initial assessment to figure out how to intervene.

The strengths of automated on-call

The perceived level of service will be very high and response times will be immediate. Companies will enjoy significant cost savings, starting at 30 percentcompared with average market values. The service will be manageable in fully self mode by companies, taking advantage of a comprehensive control dashboard.

In this way, companies will centrally manage customer requests for action internally, without them directly contacting the technician privately. The availability of employees will be actively controlled by the enterprise, ensuring greater efficiency and saving considerable resources and time.

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