July 30, 2013
Dayton, OH – Gosiger, Inc. field technicians are part of a team that provides customer support for the machine tools, accessories and factory automation systems the company sells and installs. As part of an ongoing program to enhance customer service, Gosiger recently launched the MyTECH component of its CRM (customer relations management) system.
The MyTECH application from Ascent Business Systems enables field technicians to input data on technical service issues from the customer site directly into Gosiger’s central information system. Previously the technicians filled out PDFs on their laptops that were then transcribed at headquarters and entered into the system. The new software removes this step thereby eliminating the possibility of human error. This means that service and parts records are now more accurate and more quickly communicated to the customer.
Equipment installation data is also captured and, along with the field technical service information provided by MyTECH, provides a complete product and service picture for Gosiger telephone support personnel. Having this information readily available can eliminate unnecessary service calls, enable quick shipment of replacement parts and perishables, and enable service technicians to more quickly and accurately diagnose service issues that can then be corrected in one visit.
Other enhancements to the Gosiger CRM are being developed that will further integrate both internal and external information sources in a continuing effort to provide Gosiger a 360º view of each customer’s product and service needs.