Performance Management of After sales support
Performance Management in After sales support department, is linked with more than 290 highly skilled engineers & expert staff , in 31 regional offices throughout the country, and provides utmost support to customers through an integrated network. (In accordance with customers need, and) in order to improve efficiency, and optimize our services with improved rapidity, all 31 regional offices are equipped with recommended storage of spare parts as well as the workshop.
Technical Management of After sales service Department
In order to enhance and update the supporting network and training newly employed experts, the technical section(department) of support department (division) manages regularly to improve and update the knowledge and technical expertise of all partners, and to offer unified repair instructions widely across the country. This plan, has successfully resulted in considerable reduction in machine breakdowns, lesser delay in repair, (decrease the Mean time to recovery (MTTR) and downtime reduction,) increase of MTBF (Mean Time Between Failures) , in supported machines. In this regards, the technical department( Section) has held the training courses for its customers (banks and institutions) and provided them with needful documents for all under supporting modules so as to improve the level of technical knowledge of customers, recognize their requirements, and implement new supporting systems based on their needs. The feedback collected directly from customers by " Customers Voice" department, are investigated and appropriate measures are taken by supervisors to solve the critical matters and have customers satisfied. The main tasks of this section are as follows
1.To foresee the specific errors and provide solution and/or precautionary advice to prevent epidemic failures
2. Monitor the performance of provincial administrators to aligning the provinces covered
3. monitor all processes to dispatch provincial experts in order to in-service training
4. Monitoring, analysis and reporting from the distribution of spare parts through the country
5. Provide new repair standards in the field
Research and development
R & D department attempts to achieve the updated technology in order to develop and improve the quality and quantity of services and increase the satisfaction and loyalty of internal and external beneficiaries through applied research and providing innovative and effective solutions
Customer's voice
Due to the increasing number of customers, this section uses a standard way to communicate with customers and (transfer the voice of the customer to the organization rapidly) convey their feedback to the organization. due to provide the appropriate services and customer comminucations, the Voice of the customer unit focuses on these activities including contacts with branches daily, contact with supervision monthly and reporting process of increasing and reducing of the customer satisfaction with special software.All requests and customer problems are refered to relevent units through the system and follow up to gain the customer satisfaction
Service station unit
All Irannara CO service station will be supported by providing the requested parts continuously through the country due to the best quality services to all ATM and the bank branches referral parts will be recovered .it means that the aforesaid piece will be repaired and rebuilt( service) by experts with over 10 years of experience and finally it will be recovered.in other words, the ready part will be used again because of having the necessary capabilities( quality and quantity levels and durable). the aforesaid part is packed and delivered to storage with special format after determined test and recorded all actions in software system Such as expert repairman, time consuming repair and small parts and is ready to be sent to agents for field experts.
IT Department
Using new technologies, our Software engineers provide technical support in all IT related fields including network area, electronic systems & software , and do their best to keep themselves updated to apply up to date information to generate
Software Department
software dept. is provided the software according to customer requests to keep the customer update by supporting the new technology.also in order to desirable services for customers, it has identified their weaknesses with monitoring software and endeavors to provide the quality services With corrective solutions and adequate training for supporting network experts. In this regard, this unit is responsible for the following tasks
1- monitoring the software performance to improve the accuracy and speed of transactions
2- The modern banking services and provide standard software in order to update the customers
3- provide the solutions and helping devices for experts to facilate in customer services
4- monitoring the experts performance and providing the necessary training in provinces to raise the knowledge of supporting network in the event of getting
quality services to customers
network unit of support department is provided online services to customers by creating a communication platform for the entire country. The available information anytime and anywhere helps to be a leader in providing the best quality services to customer with the helping of new technology. Some of the tasks in this section are as follows:
1- Designing, implementing and maintaining the infrastructure of internal and external communications for permanent access to high-speed data.
2- Security in internal and external organization communication by utilizing hardware and software technologies, and updating the network knowledge.
3- Providing security solution without depending on the version of Windows operating system to support our customers to save the imposed costs of firmware upgrade.
4. To provide and implement the security between customer networks and support network of IRANNara in order to access the needed information by maintaining the levels of authorized access.
Offices in the center of provinces
The provincial offices of the support Department have been inaugurated since1391 in the provinces of East Azarbaijan, West Azarbaijan, Kermanshah, Gilan, Mazandaran, Hormozgan, Kerman, Khorasan, Lorestan, Isfahan, Fars, Qom, Tehran, Ilam, Ardebil, Hamedan, Markazi, Iran, Khuzestan, North Khorasan, South Khorasan, Yazd, Semnan, Sistan and Baluchestan, Chaharmahal and Bakhtiari to provide the best services to customer. others offices will be inaugurated up to the middle of March 2016
Training center
The important task of training is improving the level of personnel knowledge and skills through the training assessment and the customers .training requested and also, the standardization of training procedures and implementation of continuous training
This department has implemented an e-learning system in
direction of accelerate and enhance the quality of training for experts.
Customer Affairs Unit (Contracts)
the CRM is responsible for customer orientation, after sale services, handling the customer's complaint etc. indeed, CRM includes all aspects related to customers and hence the whole company. The system which describes how we interact with customers, solve problems for them, encouraging them to buy goods and services, as well as to discuss the financial transactions and so it consists of all aspects of relationship with customer. this system interconnects all the internal elements of the company that are in the relationship with the customers with a smart method. These elements consist of business processes, technology and regulations needed to interact with the customers at different stages of the business lifecycle. also CRM is ready with the managers of each customer to offer the better services that is the most important thing in satisfying the customers.