18
Repair & Service Request Processing with Intelligent Insights ( 1
st
Phase)
2
9a8.1
4
Service ticket gets logged in the system
with Customer Installbase information
1
Service Incharge has visibility of battery
health status of all the installations
3
He receives predictive Alerts on battery
health condition
5
Customer also receives notification of
battery health condition on his mobile
device. He/she raises the service request
Service technician remotely accesses the
battery details and does the remote
diagnosis.
If the problem can be resolved remotely
service technician intimates the same to
customer
11b
After reaching the site technician downloads
all the data about the battery performance ,
starts testing
If the battery is revived with initial testing
and diagnosis, technician declares it as
healthy and gets acknowledgement from
customer
12b
Service center
Incharge
Customer
Service
Technician
R&D Engineer
Service Incharge allocates the job to available
technician and changes the ticket status
12a
10a
6
13b
10b
8.0
R&D Engineer has access to all the data regarding customer installation ,
type of complaints, previous root cause analysis done on various types of
fault , battery age, Performance benchmarks etc. to devise the remote
diagnosis analytics method. The service technician are trained on the same
Customer acknowledges the problem
resolution
Customer gets update of service ticket
status
Customer is intimated on planned
technician visit
Customer gets status update about its
request and able to track the battery status
7
Service technician receives new job on
his mobile device having customer details
If the problem can not be solved
remotely. Technician plans the site visit
with all the testing tools
9b
Battery Health Status Battery Health Condition
Service Ticket
Address
Warranty Details
Ticket
Customer Name.
Battery Details
S. R. No.: 009087
Assigning Ticket
Ticket No.: 009087
Tech. Assigned
Smart Battery app
Service Request
Cust. Name and ID
Smart Battery app
Thank you
S. R. No.: 009087
Smart Battery app
Resolved
No.: 009087
Service Ticket
Smart Battery app
Smart Battery app
Battery Status
S. R. No.: 009087
Service Ticket
Accept
Address
Battery type
Customer Name
Visit Date
Service Ticket
Diagnose
Battery Details
Service Ticket
Plan Visit
Not Resolved
Service Ticket
Confirm
Download Data
No.: 009087
Service Ticket
Confirm
Download Data
No.: 009087
Service Ticket
Faulty Battery
Not Revived
If the battery is not revived at site
technician declares the battery as faulty
and arranges for transportation to send it
to service center
Customer Name
Type of Complaint
Prev. Root Cause
Installation Date
Battery age
Other Info.
Analyse Cause