After-Sales Service Portal
The After-Sales Service (SSH) Portal is a digital platform developed for Uğur Cooling Group to manage customer services and support processes more effectively and efficiently. The primary aim of this portal is to increase customer satisfaction, resolve service requests quickly and effectively, and improve the customer experience with the company’s products or services. The SSH Portal allows customers to easily communicate their issues and feedback, enabling prompt handling of any problems they encounter.
The SSH Portal provides businesses with comprehensive tools for tracking, managing, and resolving customer requests, thereby strengthening customer relationships. The portal records customer requests received through the call center and organizes the resolution process of these requests. This systematic handling of customer complaints and feedback continuously improves the quality of services provided by the business.
The SSH Portal is a comprehensive digital platform that enables businesses to manage customer services and support processes effectively. The portal supports efficient management of business processes through various modules.
Requests Module
Customer service, dealer, and corporate requests are opened and assigned to the relevant services. This ensures that the requests are processed accurately and completely by checking for missing information. The spare parts processes are also closely monitored on the requests screen. When the requested spare parts reach the service, they are reassigned to the relevant team. Thus, requests are resolved quickly and effectively, increasing customer satisfaction.
Service Tickets Module
Active requests are forwarded to the relevant services, and service teams visit customers to perform the necessary actions. These actions are recorded and completed via the mobile application. After completion, the service tickets are listed and recorded under the service tickets module. This process ensures effective management and monitoring of customer services.
Stock Transactions Module
The process starts with assigning opened requests to the relevant teams. If the teams see that the selected spare part is not in stock when they access the relevant request via the mobile application, the spare part request process is initiated. The spare parts processes are tracked on the request screen, and when the part is supplied and delivered to the requesting service, these parts are added to the service stocks. The request is then re-assigned to the relevant team after stock control. This ensures that requests are met accurately and completely.
Definitions Module
Manages the administration of many important definitions used throughout the system. These definitions include stock serial numbers, extended warranty periods, post-installation processes, special campaigns, and mileage definitions. The module centrally manages all the necessary definitions to organize the business’s service processes and product management more effectively.
Reports Module
Offers users a variety of reporting options to conduct analyses and evaluations. These options include service audit reports, request reports, detailed reports of completed requests, and damage repair exchange reports. Each report provides critical information for monitoring the business’s performance and service quality. This enables managers to optimize processes and increase customer satisfaction.
Team Route Calculation Module
Manages the closure of tasks by teams according to assigned requests, ensuring they visit customer addresses. All tasks performed on the same day can be tracked via Google Maps for route control. Thus, the daily routes of the teams and the addresses they visit can be analyzed in detail.
SAP Integration
Ensures seamless connectivity with the existing SAP systems of businesses, managing data and processes on a central platform. This integration makes business processes more efficient and creates a harmonious working environment across different departments.
Advantages
The SSH Portal provides comprehensive solutions for optimizing customer service and support processes for businesses. The portal increases customer satisfaction through comprehensive information management, spare parts tracking, and real-time transaction tracking. Centralized definition management provides flexibility and efficiency. Extensive reporting features facilitate the monitoring of business performance and process optimization. Efficient route planning and SAP integration automate business processes, increasing operational efficiency and creating a harmonious working environment across departments.
Technological Infrastructure
The SSH Portal is developed using the ASP.NET Core framework, with Microsoft SQL Server (MSSQL) for database management. This technological infrastructure offers a modern and scalable application architecture while providing high-performance data processing and secure data storage capabilities. The flexibility of ASP.NET Core and the robust database management features of MSSQL effectively support the portal’s various functions and enhance the user experience.
Customer References and Success Stories
Customer support services are one of Uğur Cooling Group’s strongest aspects. The SSH Portal is a powerful tool developed by Uğur Cooling Group to maximize customer satisfaction and optimize business processes.
Conclusion and Future Plans
In conclusion, the SSH Portal offers a powerful platform for optimizing customer service and support processes. In the future, improvements based on user feedback are planned to further enhance the portal’s functions. Additionally, by incorporating new technologies and integrations, the portal’s capabilities will be expanded to cater to a broader user base. This will further increase customer satisfaction and operational efficiency.