Grundfos is the world’s largest pump manufacturing organization with a presence in 56 countries employing more than 19000 people. They are a global leader in advanced pump solutions and a trendsetter in water technology. Their Global operations team had challenges managing the service requests from customers due to the traditional approach. Impiger delivered a mobile and web-based application to solve this problem and improve operational efficiency.
The client was following the traditional approach of Call centres for managing any Complaint/Service requests from their customers. The approach was ineffective and provided limited transparency and control over the customer complaint tickets. This impacted the operational efficiency and eventually the customer relationship.
Impiger helped the Grundfos team build the Customer Service Request application across Web & Mobile platforms to manage the complaints/issues raised by customers efficiently. The application is used by multiple stakeholders such as Distributors, Service engineers, Regional service engineers and Grundfos Management to effectively track, manage and close the service requests raised by Customers.
Grundfos team was able to manage and monitor the number of requests reported, tickets assigned to the service engineers, and also the performance of respective service engineers. The implementation was a great success, and they were able to save significant amount of time. We have implemented the application for Grundfos teams in countries like India, Malaysia, Indonesia, Thailand, Nepal, Bangladesh, Philippines, and Taiwan. We also continue to expand to other countries such as UAE.