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ID101 Excessive Calls Overview & Sample

Understanding call stats here.

What numbers to use for callbacks by clicks here

ID101 reports on setting in eAutomate, we don't use our variable to determine excessive calls, see here for those EA settings.

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This report gives you machines that have had repeat issues (Corrective Maintenance CallTypes considered only).  Here is a simple process to handle these alerts.

  • Review the service history – Check for customer errors.  The issue maybe environment or customer abuse.  If so, send a trainer or sales rep to see if additional training fixes the issue. 
  • Check usage – Make sure they are not running 30,000 per month on a 16 ppm machine.  This is an upgrade opportunity. 
  • Setup inspection call – Best way to get the problem fixed is to get onsite with the customer and find out what the issues are.  Sometimes it is just an oversight of one technician. 
  • Do a total onsite PM/rebuild.  Sometimes replacing everything at one time can resolve strange issues.  This also gives you a baseline. 
  • Mark the machine in e-automate.  The customer record lets you put in Service messages.  Do a onetime message.  So setup a onetime message that says to send a supervisor or senior technician.  This way you resolve the issue on the next call.  I like to put a note to have them contact me after the service call.  This way I can call the customer and see if they finally resolved the issue.  

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  • If needed, place a loaner machine and bring the problematic equipment into the office.  It is always cheaper to give a loaner than loss a customer.
  • If possible upgrade the equipment.  Check to see if an upgrade is possible.  This is a win-win.  You get a problematic machine out of the field and get a sale.  Get sales involved.  I know in service the last thing we want is a sales guy messing things up but they can be helpful if guided. 
  • Get a ticket with the manufacture and get you manufacture representative down to see the machine.  See if they have any ideas.  If they are a good manufacture (Lexmark for example) they may exchange the machine for you. 
  • The last and final option is to swap the machine at your own cost.  Used equipment can be less expensive than 5 service calls.  And a happy customer is a repeat customer. 

 

Few items about the report:

  1. Call back repeat by its self -Example: {Callback within 10 days (model setting) }
    1. Not a major issue.  Small item to watch.  Could have been resolved on the third service call.
  2. Call alert repeat by its self –Example {Alert 3 calls in 30 days (model setting)}
    1. This means you are spending a lot of time at this customer over a large time span.  These are important because most likely you are not get mean copies between calls.
  3. Call alert and call back together – Example {Alert 2 calls in 60 days (model setting) Callback within 10 days (model setting)}
    1. DAMAGER – Lots of calls over a long period of time and the problems will not go away.
    2. These are the most important to look at and really need onsite attention.

The numbers in these examples are out of E-automate so they may vary from dealership to dealership.  Below are some easy standards.

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