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Formerly, CMC Mumbai had a call dispatch located in CMC house to handle all customer calls. Call Dispatch had a list of engineers handling the customer locations. All the calls were noted down manually in a call register. Due to the lack of communication and unavailability of the engineer, many calls used to be kept pending for long periods of time. Further, call status was not updated properly on time. To master these challenges CMC Mumbai chose to implement National Service desk. With this solution CMC Mumbai able to achieve improve service desk efficiency and improve customer satisfaction with Service Desk.
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