Service Call Logging
The Customer can log a service request through anyone of the following means.
- Calling the centralized service helpline @ 1800 4190 247
- Submitting a Service request through online, by logging into www.cura.in
- Submitting an email query to email@example.com
All Service requests thus logged will be fed into central CRM software and Central Service Co-ordinator generates a service call ticket. The Service call ticket will carry a unique number and assigned to the Regional Service Engineer. The Service Engineer on receipt of the service call ticket will dial the technician and ascertain the nature of the problem. He then starts his forward journey to the customer place for attending to the problem reported. In parallel, the service engineer creates a request for assistance from the pool of product specialist. The required technical assistance from the Product specialist is triggered through an online portal for problem diagnosis. The Service Engineer owns the responsibility of attending to the Customer issue within a standard target time defined as the Elapsed Time to Respond (ETR).
The Service Engineer on reaching the Customer site examines the equipment and begins his initial diagnosis by running the troubleshooting tests. He analyses the problem based on his experience and guidelines provided by Product Specialist team for troubleshooting and identification of root causes. The Engineer prepares a detailed problem diagnosis report.
The Service Engineer conducts repeated diagnosis test in order to identify the part or the system, which is responsible for the issue being faced. Once the defective part is identified, the respective Product Specialist does a confirmation of the cause through a remote diagnosis. Upon confirmation from the Product specialist, the Engineer logs a spare requirement request with the complete technical justification. This spare request report is submitted to the technology manager for the review and approval. The technology manager reviews whether the spare request is genuine and sends an approval for dispatch of the spare.
On receipt of spare at the customer site, the Engineer performs a physical inspection of the spare. After which the spare is replaced in the equipment and checked for its functionality. The Engineer ensures that the problem is completely solved after fixing the spare and the machine is made up and running. A detailed report on the Equipment performance is made and submitted to the technical team.
The Engineer confirms the functioning of the equipment and a formal service report is logged. The customer is explained about the action initiated and the current performance of the equipment prior to obtaining the customer signoff in the service report. On receipt of Customers acceptance and signature on the Service report, the service engineer duly recording the Service report number closes the logged Call. Product specialist team, on the process followed to close the call, does an independent verification. Upon satisfactory compliance, the product specialist formally closes the call with the date and time stamping.