CHEMOPHARM SDN BHD
Chemopharm is a leading regional provider of instruments, consumables, solutions and services for the scientific research and academic segments, clinical, chemical & analytical, biotech and pharma communities.
The service logs are managed manually. Engineers tend to miss service appointments while the service records were difficult to trace when customers required. A lot of time and resources were spent in getting the parts and returning to site. The service manager was also not able to identify potential problematic equipment. The team received a lot of critics for complaints on timely service and lengthy turn-around time.
Our S-CRM solution helped the service team to manage their service appointments and reduce overbooking; improve response time with proactive alert; reduce turn-around time with activity and parts checklist.
The team and the management is able to identify equipment with issues, parts usage, and improve customer satisfaction with significant response time and turnaround time improvements.