Unica

Every day, Unica receives hundreds of new customer reports via various channels such as telephone, e-mail, the mijn.unica.nl customer portal, or directly from the installations via IoT sensors. Statements can concern malfunctions, quotations, order confirmations, status requests, and information requests. The service coordinators previously accepted the reports at the various Unica locations. Determining the urgency of a fault report and the correct handling thereof is a complex task without the necessary automation. The amount in combination with the various customer agreements, including the response time (starting on time), recovery time (visiting, making findings, and making emergency provision), and resolution time (definitively resolving the malfunction), is the cause of this.

A deal is a deal
The service coordinators were responsible for planning all work types, including breakdowns, inspections, modifications, and regular maintenance. Besides, they are engaged in, among other things, making calculations and quotations. “Customer experience is a great asset for Unica. We noticed that there was room for improvement by separating the plannable tasks of the service coordinators from ad hoc matters, ”explains Tom Geurts, ICT Project Leader at Unica.

After a report was taken, no set workflow was enforced. The knowledge of the notification and the domain was only in the minds of the service coordinators. “The status was kept as well as other details, but if you wanted to know more about this, you had to search for it actively. This meant that the lists with special reports had to be reassessed every time until a task could be picked up. The service coordinator was not helped in the sequence of picking up the right task. ”

The correct acceptance of a report is crucial for a proper follow-up. “To initiate the right actions, you have to be able to get to the heart of the report. Centrally available information about the history and question suggestions are essential here. For example, the same malfunction may be reported by several people or channels from the customer. Then it is not desirable that follow-up is arranged twice. However, it also happens that the corrected problem occurs again the next day and gives a message. In this case, follow-up must be arranged. It often happens that the service desk receives an error message about the temperature in a building. This may be due to a defect in heating or an air conditioning system. Such situations each require a different approach and expertise. ”