TrinaSolar voice of customer app will provide more convenience channel to submit service requests for our global customers. It includes key functionalities in service progress like warranty, enquiry, feedback and so on. App functionalities will include:
Service Requests Management
1、Standard service request process and recording, standard mandatory information for Requests and ensure we can handle it as soon as possible.
2、Real time integrate customers service requests to Trina Solar, tracking and improving work efficiency for our service guys.
3、Classify customer requests, deliver request handling progress in-time to customer to improve information sharing transparency.
Customer Feedback Management
1、Provide channel to customer to submit non-warranty requests, it will be helpful to collect, analysis and hear customer opinions.
2、In-time transmit customer feedback to company to support future improvement strategy.
天合客户之声应用平台将提供给客户更加便捷的服务请求提交渠道，整合服务过程中对质保、咨询、意见反馈等关键功能，快速部署及回应，其应用领域包括：
服务请求管理
1、规范服务请求流程和记录，收集客户填写的必要信息以便快速处理
2、实时整合客户的服务请求，监控服务人员的处理效率
3、分类客户服务请求，并及时传递处理进度给客户，便于处理过程的透明性
客户反馈管理
1、提供渠道给客户反馈非质保性意见，便于更广泛收集、分析及听取客户意见
2、及时调整、分配客户的意见给公司管理层，支持未来优化的策略