Get Implemented Field Force Management System

There is the whole lifecycle from Fault to Resolution. The Crown Interactive platform not only empowers customers to report faults using Unified Self-Care and other means but also equips the Utility providers by assigning field force for resolution, thus resulting in Customer Satisfaction.

Customer satisfaction is the prime objective of any Utility provider and having an effective fault and field force management system goes a long way to achieving this objective. Faults can be reported by customers through the self-service channel which is a website and/or mobile applications created by Crown Interactive. These faults will automatically be entered into the system and once they are logged they will be allocated to an engineer to resolve the fault.

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Customers can also call in to report these faults that would be logged on the system by an administrator at the Utility Service provider. The administrator and engineers would also be able to report faults discovered by them.

The Fault Management System allows our clients capture engineer details and categorize based on their skillset and availability and this ensures faults are resolved efficiently.

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    Through our Fault Management System, Utility Services providers would be able to:

    • Raise faults found within the infrastructure or equipment.
    • Track all faults and their status over time.
    • Identify and escalate certain faults.
    • Update resolved faults.
    • Collate and analyze data pertaining to faulty devices and repair so as to make accurate management decisions regarding further procurement.
    • Register fault engineers and categorize them based on their various skill sets to different fault types.
    • View and effectively manage the workload of each individual engineer.
    • Create and update the schedule for a particular engineer.
    • Allocate and unallocated an engineer to an identified fault.