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:
| Metric | Before Jdaas CRM | After Implementation |
| Field Job Turnaround | 48–72 hours | 12–24 hours |
| Dispatch Errors | Frequent | Near Zero |
| E-Way Bill Processing | Manual (avg. 15 mins) | Automated (under 2 mins) |
| Customer Call Response Time | >2 hours | Under 30 minutes |
| TRC Resolution SLA Adherence | 60% | 95%+ |
Key Outcomes:
– 40% faster field service operations
– 70% reduction in support handling time
– 99% compliance in TRC tracking
– Improved customer experience and operational visibility