| Sales Leads Submission |
Customers submit inquiries or service requests via channels (online, in-person, or call center). |
Sales Channels |
|
|
|
|
| Lead Validation |
Verification of customer information, eligibility, and alignment with service policies. |
COBO |
EITC : System |
|
5 |
5 |
| Work Order Creation |
Generate work orders based on validated leads, including service details and customer data. |
COBO |
EITC : System |
|
5 |
5 |
| Customer Confirmation |
Obtain confirmation for scheduled installations or service activations. |
COBO |
Notification Tools (Email/SMS) + Voice Call |
WAB + AI |
|
|
| Schedule Appointment |
Arrange a service appointment based on customer availability and service team capacity |
COBO |
Voice Call |
WAB + AI + WFM |
|
|
| Service Execution |
Provisioning services remotely or/and assigning field technicians as required. |
Technical Back OfficeField Technicians |
EITC : System |
IFS |
|
|
| Field Visit Assignment |
Assign field technicians based on WO requirements and customer availability. |
Field Technicians |
|
IFS |
10 |
10 |
| Field Visit Execution |
On-site service installation, troubleshooting, or upgrades. |
Field Technicians |
Field Service Mobile Apps |
IFS - Mobile App + WAB |
30 |
30 |
| Post-Installation Survey |
Gather customer feedback on installation quality and overall experience. |
Field Technicians |
Survey Platforms |
IFS - Mobile App + WAB |
2 |
2 |
| Initiate Upselling Opportunities |
Presenting additional or upgraded services during visit . |
Field Technicians |
EITC : System |
IFS - Mobile App + WAB |
5 |
5 |
