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.