How a Lithium Battery Manufacturer Streamlined Field Operations and Customer Support with Jdaas CRM

Client Overview

A leading lithium battery manufacturer in India, with a widespread service network and growing customer base, faced increasing complexity in managing field operations, dispatch logistics, and customer support.

Challenge

As the business scaled, several operational challenges emerged:

– Inefficient coordination of field service jobs
– Lack of visibility into service ticket resolution and dispatch timelines
– Manual and error-prone E-Way bill generation
– Disorganized customer support and call tracking
– No centralized system for managing technical resolution cases (TRC)

These led to:
– Service delays
– Rising support costs
– Inconsistent customer experience
– Ineffective tracking of field service performance

Solution: JDAAS CRM Implementation

The company implemented Jdaas CRM, tailored for field service and support-centric businesses. The key modules included:Field Support Management:
– Mobile-enabled job assignment and real-time tracking
– Geo-tagged visit reports with engineer feedback and images

Dispatch & E-Way Bill Management:
– Integrated dispatch workflows with automated E-Way bill generation
– Real-time status updates linked to tickets and delivery stages

IVR-Enabled Customer Support:
– IVR system for routing calls and auto-logging issues
– Call history and ticket tracking integrated with customer profiles

Technical Resolution Case (TRC) Tracking:
– Structured TRC handling for recurring technical issues
– SLA-based resolution with root cause analysis and component traceability

Results & Impact

Implementation of Jdaas CRM led to measurable improvements:

Key Outcomes:
– 40% faster field service operations
– 70% reduction in support handling time
– 99% compliance in TRC tracking
– Improved customer experience and operational visibility