Zervicio for Enterprises 
Zervicio @ On-Premise 

Industry Segment: Industrial Products 
Functional fulfillment: Service Complaints & Tracking 
Customer Business Focus: Industrial Drive Systems Manufacturer

The customer is a major global drive systems manufacturer. They have setup their Indian Operations to serve the customers in India and the SAARC countries. The Complaint Management System (CMS) caters to all the after sales service activities. Customer Complaints can be generated via the system with a unique complaint number which is then assigned to Service Engineers by dedicated Service Managers and Service Coordinators in order to resolve the complaints with in the set Service SLAs.

Various Features of this implementation are:

• Ability to record & classify all the identified problems

• Ability to hold the responses from the Engineers

• Ability to update all problems records till resolution and closure with relevant details

• Ability to respond to incidents and service request with in the agreed timeliness

• Ability to record the requests for checking products

• Ability to allocate calls to the Engineers or department for necessary action

• Ability to record the product details

• Web-based application layer gives access any-time, any-where

• ITIL based process definitions