Customer Service Management

User friendly Customer Support / Service Management.

Client

PRD Rigs India Pvt Ltd

Industry

Manufacturing

Platform

Web-Application

Technology

About Client

"PRD" founded in 1972, under the leadership of Mr.T.P.Thangaraj, chairman - PRD groups, is a leading manufacturer of drilling and mining equipment’s based in India. One of the largest manufacturers and exporters of drilling rigs for mining, geotechnical exploration, construction and water well drilling. PRD expanded its manufacturing activities with innovative products like tractor mounted piling rigs , pilot hole rigs for granite and marble segments, state of the art compact crawler mounted PRD spider 1000 drilling rig for water well drilling, rigs for underground production drilling and blast hole rigs for mining, which are all well received in the respective market segments. With the introduction of the new machines for various applications, the company experienced steady growth and quickly became a major player within the drilling industry. In a world of product-oriented companies that believe to give the best value with mass-productions strategies, PRD RIGS INDIA still remains a customer-oriented company ready to solve any technical challenge proposed by clients with specific requirements. Engrained in PRD, is the goal to provide its customers with products of the highest quality and exemplary customer service, something that has never changed.

The Challenge

  • One of the main challenges is maintaining their list of products, their respective spare parts, sales records, purchase ledger, customer lists, warranty details & coverage, service engineers, complaint portals, service engineer allocation, service history and schedules – all in one place.

  • The time consumed and human efforts spent for attending, scheduling, maintaining service/complaint calls manually should be automated and made as quick as possible, enhancing their customer relationship to a hassle-free experience.

The Approach

  • Proposed a simple & user-friendly web solution, where all their internal team can brought in together with role based authentications.

  • Enabling the Support team to quickly track, allocate, schedule service/maintenance calls to service engineers and track the status of the service period – all in one dashboard.

  • A single web application to enhance their customer relationship post sales period, enriching and gaining their customer satisfaction in all levels.

Our Solution

This solution has been developed by a team of 3 members within 500 hours

  • Developed an auto update tool, where the client can upload products, spares (including its specifications, prices) all in one go.

  • Can upload, update and maintain purchase ledger, customer master, service engineer master and work around their linkages.

Design

The Impact

  • The manual efforts spent on maintaining this process has been completely reduced.

  • Their service & maintenance cycles have been covered effortlessly ensuring their customer satisfaction post sales.

  • The service status and service engineers tracking has been enabled, enhancing their entire Customer Relationship to a greater extent.