Know More About Technical Support Module

Businesses run fine when there are coordination and cooperation. An OEM cannot function without a dealer and hence it’s imperative for the manufacturer to address all the problems being faced by their dealer network. That being said, in a wide OEM network, there are hundreds of dealerships that further have much staff working for them. It thus becomes difficult to address all their problems and this is where the technical support module weighs in.

It’s a support module specially designed for OEMs as it automates the entire problem reporting process. Intellinet’s technical support module allows dealers and channel partners to report issues and technical complaints directly to the service manager for a timely resolution. This automated module manages and monitors the entire problem logging process and aims for quick turnaround time for problem resolution.

Intelli technical support module is divided into three parts:

  • TAR or Technical Assistance Request
  • FTR or Field Technical Report
  • Products Concern

Technical Assistance Report: Dealers can use TAR to log or register a problem. Once reported, a TAR goes to a service manager or any other OEM designated person to provide support. Dealers are required to provide an in-depth description or observation of the problem. For OEMs reference, a VIN number or serial number can be attached with the TAR. It’s the service manager’s responsibility to respond to as many TARs as possible with the knowledge or information available at bay. The remaining TARs are clubbed to create an FTR

Field Technical Report:  It provides an in-depth view of the problem to the backend team, being faced by the dealer and the actions employed by him so far. FTR also contains case details including serial numbers and VIN numbers where a dealer may be facing problems. The backend team tries to address as many FTRs as possible but in case they can’t find a proper solution, they combine FTRs to create a product concern.

Product Concern: A product concern provides an all-around view of the problem along with the details described in the case. Additional supporting documents like images, pdf, video, etc. can be attached.

A technical support module is a fully-featured software designed to promote transparency in the organization’s work process and increase productivity.

Location: Unit No. 202 & 203, II Floor JMD Megapolis, Sohna Rd, Sector 48, Gurugram, Haryana 122018, India

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