Technical Support Module from Dealer’s Perspective

The technical support module was developed by Intellinet as a support system for dealers. Dealers sell the products for the OEM and also provide the repair and aftersales services on those products. Being a technical expert of the product renders the dealer the first point of contact for any product issues. To uphold warranty promises and maintain customer satisfaction, dealers take all measures to provide a proper solution to the customer for its issues. It can happen that due to certain technical, non-technical, or design enhancements of the parts, the dealer may not have complete technical information of that part or product. This prevents dealers from providing instant resolution. A similar situation arises with recently introduced products for which the dealers may have not received an update.

Thus the dealer would contact the OEM to get the solution for the customer’s issue. In the absence of a proper problem reporting system, it would take time for the OEM to provide a proper solution which in turn would affect the turnaround time promised to the customer. For such conditions, Intelli Technical Support Module for dealers is an excellent benefactor. The technical support module is a web-based utility, using which the dealers can log in their queries, problems, and issues on which they require assistance. Since the system is online, the dealers have the flexibility to report the problems and concerns from anywhere at their convenient time.

Using the Intelli Technical Support Module for dealers, the dealer can enter a detailed description of the issue and attach images, documents, and videos for a better understanding of the issue. The dealer has to mention in detail the causes of the issue and the steps the dealer has taken already to rectify the issue. When issues are reported using the Technical Support Module, the OEM can quickly check on the same and provide an instant solution. Thus the turnaround time that was promised to the customer is fulfilled. The dealer can quickly provide resolution to the customer and help them in fixing the issues. Thus the quality of the aftersales service is greatly enhanced and this has a direct implication on the image of the brand. 

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

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