In regard to Service, EDPL is in favour of Webel Technology Limited (a GoWB Undertaking) & also directly in service of IT products of several GoVT. customers in the State of WB. Some of our service related matter as follows:-
OUR SERVICE – METHODOLOGY
Grievance received from customer through Phone or Email.. The calls of the customers are logged by our Service Coordinators in our call centre, which is open from 10 a.m. to 07 p.m. every day except Sunday & Govt. holidays. The detail information of the customer i.e. the postal address, contact no./ name & system details are noted. The description of the problem is also noted & a docket number with date is given to the customer.
After completion of this primary job, the type of call is identified. The call is divided into two types – AMC based & Warranty based.
We have Registered Office as well as engineers in different districts like Kolkata, Maldah, Murshidabad, Dakshin Dinajpur, Jalpaiguri.
In AMC based call
after identifying the location of the customer the call is transferred immediately to the respective branch. The service engineer of that branch takes care of that case. The problem is visited by the engineer & after visiting, he tries to solve the problem himself. If any parts is damaged (after installing stand-by parts in place of damaged parts) then that parts is delivered to our service centre for repairing & after repairing the parts is delivered to the customer in good condition. If the damaged parts is not repaired then it will be purchased from our side. Lastly feed back from the customer is taken & if the customer is satisfied then the process is closed.
In Warranty based call
at first our service engineer visits the site. If he can solve the problem then the call is closed. But if he founds any parts is damaged then he informed our service coordinator after taking all the information regarding proper address of customer, problem of the system. Then service coordinator at first generates a case ID for our records & she logged the call to the respective manufacturer. And she monitored the entire processing until the call is closed. At last feedback is taken from the customer.