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After-sales management

The after-sales management module takes customers and tickets as the core and manages the complete process of customer repair requests, after-sales dispatch, master processing, ticket closing, and supplier after-sales collaboration. The system supports project delivery customers to automatically enter after-sales customers, and also supports adding after-sales customers individually to meet the after-sales management needs of historical project customers or customers who have not signed a contract for delivery on the Magellan platform.

The core goal of after-sales management is to centrally record and assign after-sales problems, assign responsibilities to people, leave traces of the process, and bring issues that require support from upstream suppliers into unified management.

overall business process​

Ticket pool process​

The ticket pool is used to store tickets that have not been assigned after-sales personnel. After-sales personnel can collect it themselves according to their own abilities, region and time schedule, and administrators can also manually assign it to the corresponding master from the ticket pool.

My ticket processing process​

My tickets display the tickets assigned to the current after-sales personnel, as well as tickets picked up from the ticket pool. After-sales personnel can view customer information, problem description, service address, contact information and processing records in My Work Order, and complete after-sales processing.

Ticket management process​

Ticket management is used to view and manage all after-sales tickets. Administrators can query tickets, assign tickets, adjust masters, track status, and handle exceptions here.

Customer management process​

Customer management is used to maintain after-sales service objects. Customers after project delivery will appear in My Customers; project customers who were not previously managed by the Magellan platform can also be added separately as after-sales customers.

Supplier after-sales process​

Supplier after-sales is used to manage the after-sales information of upstream suppliers. When customer issues involve equipment quality, factory return for repair, manufacturer technical support, or parts replacement, the issues in the ticket can be simultaneously recorded in the supplier's after-sales service to facilitate follow-up of the supplier's processing progress.

Submodule description​

Ticket pool​

The ticket pool stores tickets that do not have assigned after-sales personnel. After-sales personnel can collect tickets suitable for their own processing, and administrators can also dispatch them uniformly from the ticket pool.

Applicable scenarios:

  • The customer has just submitted an after-sales request and no service personnel have been designated yet.
  • The after-sales supervisor hopes that the master will collect it by himself according to the area or time.
  • Temporary after-sales needs require quick response

My ticket​

My tickets display the after-sales tickets assigned to the currently logged in person, including tickets assigned by the administrator and tickets received from the ticket pool.

After-sales personnel can view customer information, problem description, service address, contact information, planned processing time and historical records in My Work Order, and submit processing instructions, on-site pictures, processing results and other information.

Ticket management​

Ticket management is used to view all tickets in a unified manner and is the main work area for after-sales supervisors and administrators.

Administrators can:

  • View all after-sales tickets
  • Assign the ticket to the corresponding master
  • Track ticket progress
  • Adjust the person in charge of the ticket
  • View ticket processing records
  • Confirm and archive completed tickets

Customer management​

Customer management is used to maintain after-sales customer information. After the project is delivered, the customer will automatically appear in My Customers, so that subsequent after-sales services can continue to focus on the original project.

For project customers who were not in the Magellan platform before, they can also be added separately as after-sales customers, supplementing the contact person, contact number, address, project status and remarks information to meet the after-sales management needs of historical projects and customers outside the platform.

Supplier after-sales​

Supplier after-sales is used to manage upstream supplier after-sales information. When a customer problem requires cooperation from the manufacturer, brand or supplier, the supplier, involved products, problem description, submission voucher, processing progress and processing results can be recorded.

Through supplier after-sales, companies can distinguish internal service problems from upstream product problems, avoid supplier communication records being scattered in the chat tool, and facilitate subsequent statistics on the after-sales quality of different suppliers.

Usage Advice​

It is recommended that companies first unify after-sales ticket types, service areas, master responsibilities and supplier after-sales record standards. In daily operations, no tickets are assigned to the ticket pool, and routine tasks are dispatched by the administrator or received by the master; all processing processes should be left in my tickets, and issues involving upstream manufacturers are simultaneously recorded to the supplier after-sales service, forming a complete closed loop of customer service and supplier accountability.

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