The DeskTech system is designed for dealerships that use e-automate software to provide phone-based customer service to “create, manage and escalate tickets as needed”.
The cloud-based tool expands and simplifies a dealer’s ability to offer technical service without being in the field, and allows technicians to quickly access all available customer information in their e-automate systems.
DeskTech tracks the creation time of a ticket, the elapsed response time and the time it takes to resolve the issue. The programme also tracks labour records so a dealer can estimate the total work time on that ticket.
Laryssa Alexander, President of ECi’s Service Technology Division, said: “This new product will allow our dealers to expand their offerings and provide better customer service, and we know that is important to them. DeskTech will be especially helpful to those venturing into managed services and this is the first of several products and services we are developing to help keep those dealers competitive.”
ECi is offering webinars over the coming weeks about DeskTech and its advantages, with more information about the e-automate software available at http://servicetechnology.ecisolutions.com/.