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Tracking your team's service calls
Tracking your team's service calls

Keeping track of Service Calls to improve service levels

Written by Ashok P
Updated over a week ago

If you are managing a team that is logging service calls for your customers, it may be vital to see how the team is performing and iron out process gaps and delays. This can go a long way toward ensuring good service levels and customer satisfaction.

To make tracking service calls easy, calls are assigned different statuses from the time they are logged to when the payment is received. Call statuses can be renamed as needed to suit your company’s internal processes.

Check out this article for more details about Call Statuses on Cloud.

Here are some important use cases to track your team’s calls.

Expedite call scheduling

With a clear and detailed issue report in a call, the call should be ready for scheduling. Calls may sit in the “Open” status due to resource crunch or insufficient details about the issue.

Keeping an eye on “Open” calls may help improve the issue detail-gathering process. It can also help assess whether the technician team requires expansion.

Expedite replacements

Calls in the “Awaiting Parts” have at least one replacement to be made. Typically, with a quick ordering and procurement process in place, calls should not be in this status for long.

It may be worthwhile to regularly check the calls in this status and see if there is room for improving the ordering process.

Check payment status

Once the issues reported for a call are fixed, the call is ready for payment. Once the payment is requested, the call will automatically move to the “Payment Requested” status and will populate the billing date, due date, and payment date if the payment was made.

Monitoring calls in the “Payment Requested” status can help you send reminders to expedite payments.

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