- MILS Engineering - Aftersales and customized solutions
- +39 0523 763163
- info@mils.it
Case Management System
Dedicated software for recording and classifying support cases, recording all their stages until their conclusion. The system supports operators in the day-to-day management of help desk tasks and makes it possible to extract analytical data for the investigation of complaint causes.
Project
Needs
- Provide support staff with a tool to track incoming, pending, and processed requests
- Have a single hub in which to track communications, both internal and to the customer
- Be able to monitor response times in order to take continuous improvement measures
- Collect useful data to provide feedback to the technical and sales departments
Solution
MILS has implemented a Case Management System for integrated claims management.
- Standardized interface for collecting information and consulting case history
- Multi-channel hub for tracking resolution steps, regardless of the communication channel being used
- Case assignment to appropriate departments and tracking of resolution times
- Statistical extractions to identify anomalies and/or patterns in request categories trends, seasonal and periodic reports, multi-year overview
Company
It is one of Japan's leading automotive, motorcycle and marine engine manufacturing companies. In its more than 100-year history, it has been able to overcome two world wars and evolve by meeting the taste of an ever increasing number of customers.
