The client is a leading business corporation and supplier of products and services to the construction and associated infrastructure sector in Qatar. With over three decades of experience, the company caters to various sectors through a wide range of products, services and solutions. Since inception in 1985, the client has developed over the years to become a high performing diversified conglomerate involved in industrial, retail, and leisure developments along with other lucrative sectors that sustain the local economy.
Before implementing TracPro the client struggled with managing the complete call center operations and service executive operations.
The whole process was being carried out manually right from the tickets being logged to the passing on of information to the technicians.
There was no systematic approach towards the workings and everything was handwritten making the tasks very tedious and time consuming for the technicians.
There was no visibility when it came to operational efficiency.
There was a lack of a systematic approach to address the issues made it cumbersome in meeting the complaints of the customers.
We have implemented TracPro at the client which has helped to create a centralized system to manage and maintain the complete call center operations and service executive operations using mobility solutions.
The system provides all the features and functionalities needed to manage the operations in the most efficient way with an ease to operate the system
It provides instant notifications with both customers and back office teams for instantaneous operations needs
Customer identification can be done through EPABX Integration
It has enabled fully paperless operations with electronic payments and gateway integrations
It provides automatic data update wherever necessary and has a seamless integration with the ERP system
It also has a web portal and a mobile application (both android & iOS) for their customers to make their life easier and convenient in handling the service requests.
Implementing TracPro has enabled a systematic process in place with a customer portal in place anticipating that the interactions can be done with multiple channels.
A mobile and web based application to manage the entire operations of the service centre with rich User Interface.
A mobile application is designed exclusively for technicians and customers in both Android and iOS platforms.
A web application that manages the user hierarchy, administrative activities and for generating reports.
A mobility solution designed to handle and manage call center operations, service ticket allocation, invoicing, payment and report generation.
This centralized solution digitized the entire process that was being performed manually, not just with web application but also a mobile application for their convenience.