MINDFUL of the stress that a malfunctioning device could cause a household because it has no service centers to turn to amid the lockdowns during this pandemic, home appliance manufacturer Concepcion Industrial Corp. (CIC) has made it possible that it’s always available for any repair or troubleshoot, with or without a health crisis.
Through its partnership with Teko Solutions Asia Inc., the latter’s platform Teko.ph has integrated nationwide CIC’s appliance after-sales service system for all its leading brands, namely, Carrier, Condura, Midea, Toshiba and Kelvinator.
With the so-called Complete Order Management System (COMS), CIC’s after-sales organizations gain greater efficiency, access to real-time service data, and synchronized collaborations with all partners at a significantly lower technology cost than legacy SAP/C4C systems.
COMS is an end-to-end white label solution of Teko that digitizes the entire after-sales service process of appliance and electronics manufacturers by seamlessly connecting them with customers, service providers, and business partners in a single, powerful platform in the cloud.
“Our customers are the core of our business and this inspires us to continuously improve ways of serving them,” said Raul Joseph Concepcion, chairman and chief executive officer of CIC. “With COMS, we aim to provide our customers and partners, a seamless overall experience.”
Through this initiative, customers can easily book for service at any CIC brand portal and COMS will dispatch automatically to a matching authorized service center.
The latter, on the other hand, has access to new features like real-time jobs details, simplified ordering for parts, and an invoicing channel integrated with CIC’s financial systems.
Meanwhile, customer support teams like call centers are now able to take service requests, track job progress, and are empowered with features to quickly resolve customer escalations.
Established in 2017, Teko is a technology startup offering a cloud-based system for the after-sales teams of appliance and electronics manufacturers and distributors. It also engages and manages certified appliance service technicians using a proprietary online platform.
CIC is one of the biggest consumer appliance manufacturers in the Philippines, operating six subsidiaries with the above cited brands.
1 comment
Is this paid article? Just curious