Rapidly evolving business environment and increasingly quality conscious customers are putting pressure on the servicing operations and creating an operational challenge to effectively respond to service call requests. Turnaround time for service calls is deteriorating due to lack of automation. Call center service teams are facing issues due to the limitations of their existing applications. Low automation levels coupled with increasing service volumes are making it difficult to meet stringent SLAs. In case of process delays, traceability and accountability are becoming another problem due to lack of information availability and visibility. Organizations are facing an urgent business need to introduce a call center management platform for the service teams primarily to improve the key customer service related KPIs.


BSIL’s service portal solutions enable enterprises seamlessly connect with channel partners and customers through a collaborative portal platform. The call management solution also replaced legacy systems. It helps enterprises in:
• Customer call and channel partner management
• Material requests and inventory management – Order management and service warranty claims
• Ticket History – View of comments/ reason for delays are captured during call tracking
• Customer dashboard – Key customers can login and view the status the requests raised
• Email and SMS capabilities to interact with customers
• Preventive maintenance (PM) scheduling & service call management – Tracking of PM schedules
• Reduction in coordination time for service engineers and channel partners due to better information availability

The solution results in an improved customer loyalty and service revenue by enabling enterprises to effectively serve the customers. Enterprises can realize the following benefits from their Service Portal investments:

• Higher level of customer satisfaction due to improved after sales service
• Reduction in revenue leakages and increase in sales
• Improved operational efficiency through integration and collaboration resulting in accurate, real-time information
• Enhanced data quality by enabling process automation
BSIL has the skills and experience to help you define and achieve your Service Portal vision quickly while demonstrating efficiencies and cost benefits. BSIL uses templates built on top of leading portal solutions available in the market to accelerate development. The templates can also be integrated with existing systems to deliver an exceptional end-user experience. The solution will enable enterprises achieve operational efficiency and better customer service levels through integration and collaboration across the value chain.