Connecting support requests to the CRM system
After the introduction of a CRM system to manage the company's customer relationships, the Histology and Laboratory Supplies division wanted to offer its customers a way to submit maintenance and repair requests as well as product complaints on the corporate website.
| Client | pfm medical gmbh |
|---|---|
Project duration | 2022–2023 |
Project description
To receive service requests directly from the customer, a request form is provided in the TYPO3 system that collects the data required to process the request from the customer. The customer is guided in the best possible way and helped to compile the details in order to successfully place the service request in the Histotechnology division.
In the first step, the customer selects the service category in the form into which the request placed:
- Repair
- Maintenance
- Complaint
- Consulting
In addition to the general contact details, the serial and product number is also requested, which can be found on the type plate attached to the product. To make it easier for the customer to find the required information, a prototypical image of a type plate is integrated into the form.
The data entered in the form is stored in the TYPO3 database as data records and transmitted to the CRM at regular intervals by an automatic process. Authentication at the CRM takes place via the “HTTP Basic-Auth” procedure in accordance with RFC 7617. Within the CRM, the requests are provided as tickets and are subject to follow-up processes through which pfmmedical controls further processing internally.
Via the set-up monitoring, an alert is triggered if form data could not be successfully transferred to the CRM over a longer period of time.