Customer Care and Engineering: The Benefits of an Integrated Process

Customer Care and Engineering: The Benefits of an Integrated Process

Engineering and customer care have very little to do with each other when you look at them plainly. However, your entire customer care process can be simplified if there is proper integration between these two departments. The engineering team takes care of the designing, development, operation and management of all the automotive parts. The automotive engineers primarily are involved with assembling the various parts together and making sure that they work in perfect sync with each other. The engineers are responsible for making the automobile work perfectly. The product then goes through a series of test checks to ensure that everything is working in perfect harmony. It then hits the showrooms and is ready for sale.

Quality Control

The test checks are a very important phase of the automobile making procedure. Any faults in the machine are caught during this stage. Testing essentially consists of running every part and making sure that it works the way it is supposed to work. If anything seems to be working wrong, it is replaced by another part that can work properly. There are several parts that constitute the entire vehicle in the end. The brakes, fuel system, engine, suspension, electrical systems, etc. all need to be looked at. Any one part that does not work well can place the entire vehicle in jeopardy. Since the engineers are involved in the entire assembling process, they know which parts aren't working properly and which need to be changed. If the customer care executives work with the engineers, they will have a better understanding of the vehicle and all its parts. Getting your customer care team to look at the way the engineers work can educate them about what goes into creating the final product. The customer care executives have the primary responsibility of solving the customer's problems when he or she faces anything that is wrong with his or her vehicle.

The engineers are also involved in the process of obtaining the various parts required for the final product, so they have a good idea about which supplier will have which part and they know exactly whom to go to in order to get an extra part. This information can also be very useful to the customer care executives. When a customer needs information about from where to get a certain part, the customer care executives should be able to give them precise and proper information regarding the same. The engineers have information about where to get what and also have advance information about any shortage of stocks that might happen with the suppliers. Integrating the customer care and the engineering team can prove to be very advantageous for your company. The customer care department is also the team which receives the most amount of feedback from the consumer. This feedback is very essential and valuable to the engineering team because they build better products based on this customer feedback. Ensuring that the feedback gets to the engineers in a proper format is essential and should be done by the customer care executives.

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