Troubleshooting & Repair
Troubleshooting Guides
Leading companies recognize that their customer service group will either win customers over for life or turn them away forever. When a customer calls in with a problem, can call support given them the correct answer in a timely manner? If a field technician goes onsite to address a failure, can he or she quickly identify the failed component? Troubleshooting guides developed under Flowtocol makes problem identification and repair more efficient and effective.
Improving your service capabilities simultaneously yields two benefits for your organization. You will see both your customer satisfaction scores improve and your service costs reduce. Can you afford not to make this investment?
With Flowtocol your product designers or senior technicians can write troubleshooting guides, insuring that service personnel follow the most efficient procedures to correctly identify the failed component. Moreover, by maintaining Flowtocol records in Excel, the Flowtocol data records can be periodically analyzed by the subject matter experts to see if the procedures are as efficient and effective as possible.
Examples
Consumer Product Repair
Many homeowners have faced the frustration of not being able to start a lawn mower or snow blower at the start of the season. Is it bad gas? A clogged carburetor? A fouled spark plug? A well-written Flowtocol can quickly isolate the problem and suggest the appropriate fix.
Industrial System Repair
Failures of mission-critical devices, such as power generators, can be devastating to your customer. They want these systems repaired quickly and you want to minimize the chance of sending the wrong part from your parts depot. Flowtocol procedures can simultaneously drive both goals, saving your firm money and increasing customer satisfaction.
Regulated Systems
Refrigerant leaks in a commercial cooling system must comply with EPA regulations. The leak rate, type of system, and age of the device all factor into how quickly a repair must be made and what paperwork must be submitted to the EPA. A Flowtocol procedure provides both expert guidance for the field technician and a documented record of the repair activities.