What is a work order system?
The meaning of work order system is easy to understand, in fact, it is the document of tasks in the working process, which belongs to the core function of customer service management system. For example, in the process of customer service, if the customer's needs cannot be solved by telephone, a work order is needed to help complete it. The customer service will establish relevant forms according to the customer's demand, and then the work order system will send the work order to the corresponding department for solution according to the demand.
This is the function of the work order system, which can save working time and improve work efficiency. The biggest feature of this system is also obvious, the process is simple, standardized and fast, which can satisfy customers. It is precisely because of this that many enterprises are using it. What does the work order system mean is the above analysis.
Work order system is widely used in software and cloud service enterprises, high-tech manufacturing enterprises, equipment and instruments enterprises, home appliance maintenance enterprises, IT enterprises and related outsourcing enterprises. The work order system is intelligent in the process of operation, which can solve substantive problems well, thus reducing contradictions between departments and improving efficiency.
The customer service work order system has gradually appeared in people's field of vision, and its functions are very powerful, such as the reasonable distribution of work orders and the tracking of work orders.
Functional characteristics of work order system
1, work order allocation
Work order assignment refers to the assignment of submitted work orders to corresponding solution departments or related sales personnel. Generally speaking, work order allocation can be divided into two categories. One is manual allocation, in which the creator of the work order is directly assigned to the corresponding person in charge, or all the created work orders are assigned to a special person, and then uniformly distributed by that person; Second, the system will automatically allocate work orders according to the rules preset by the manager, that is, after the demander creates work orders, the customer service system will automatically allocate work orders according to preset standards, such as types or keywords, and the distributor will receive work order reminders, which will help solve problems in time and improve the efficiency of collaborative work.
2. Work order tracking
Work order tracking is to track the solution status of work orders in real time. Follow-up of work orders can be divided into completed, being followed, to be allocated and other statuses. The creator of the work order can see the work order to be assigned. Work orders with subsequent information include not only the creator information, but also the subsequent history of the work order process and the person in charge who finally completed the work order, which is convenient for later managers to check and save time and communication costs.
3. Work order configuration
Ordinary work orders have corresponding work order templates and need to be configured in advance. Create work orders, transfer work orders and follow-up work orders according to preset rules. The configuration of customer service work order system is actually one of the manifestations of personalized customer service. The actual needs of each company are different. Some companies need to divide according to the types of work orders, some companies need to divide according to the areas of work orders, and some companies need to set up special jobs according to the circulation rules of work orders, which involves the customized configuration of work orders. Different versions of online customer service system have different work order customization configuration types. Companies should make choices according to their own conditions to improve the efficiency of work order circulation and problem solving.
In a word, the work order system is a convenient system for enterprises to dispatch workers and improve the work efficiency of managers and door-to-door service personnel. Today, with the rapid development of mobile Internet, the operation of enterprises needs to be more standardized and efficient. C2P industrial cloud work order system provides an easy-to-use and practical after-sales management system, which makes it easier for enterprises to control the quality of after-sales service, improve customer loyalty and increase the repurchase rate of old customers.