There is 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. Utility providers need their customers and engineers to report faults in a timely manner while the technicians have to be allocated to faults according to their expertise for quick resolution, thereby making sure that customers are kept happy with the services provided.
Crown Interactive offers a Fault Management System where clients can log on to manage faults and also manage the personnel that fix those faults (engineers). They system is customized based on the needs of our clients and the services they offer.
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.
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.
When a fault is reported, an engineer can easily be assigned while the system can keep track and give updates on the progress towards resolution.
Crown Interactive helps clients reduce delays, avoid double entries on the same issue, prevent field force uncertainty and facilitate efficient customer service.
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 analyse data pertaining to faulty devices and repair so as to make accurate management decisions regarding further procurement.
- Register fault engineers and categorise 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.
Utility Customers would be able to:
- Report faults in a timely manner through phone call, SMS, mobile app and web
- Track faults to resolution through the self-service channel
- Be allocated engineers for their specific issues