AFTER-SALES SUPPORT PLAN
Helcraw Electrical (Pvt) Ltd is a company which thrives on a strong after sales support.
Our after sales support is achieved by the following outlines:
(a) Training of FIPAG engineers, technicians on the equipment, troubleshooting and
maintenance.
(b) Real-Time Online Support during system operation
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Real-time online support includes email, chat, forums, and a social media interface
And monitoring that assists in responding to client complaints and queries
(c) Field Services & Maintenance:
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Planning & Coordination: Comprehensive activities that cover site
evaluations, meticulous project management, installation
endeavour, rigorous quality assurance checks, and seamless
collaboration with third-party service providers.
Site Audit: A rigorous inspection of the prospective installation
site to ensure compatibility, safety, and compliance with requisite
standards.
Installation: The replacement of the old water meter with the new
smart prepaid water meter and hands-on procedure of setting up
the meter and its associated peripherals, ensuring operational
coherence.
Quality Assurance: A pivotal process focused on the meticulous
verification of the installation's integrity, ensuring flawless
operation and data accuracy.
Ongoing Maintenance: A proactive approach that comprises
scheduled inspections, software updates, hardware tune-ups, and
swift interventions in case of anomalies or technical disruptions.
The aim is to ensure the system's longevity and optimal
performance throughout its life cycle.
Customer Coordination: Close alignment with FIPAG customer
care centre, ensuring timely and efficient communication
between the service team and customers, enhancing the overall
service experience when installing.
Exception Management: During installations, should any discrepancies arise - such as
mismatched meter serial numbers or other site-specific issues - they are promptly
reported. This procedure ensures that exceptions are documented, communicated, and
meticulously addressed, minimizing disruptions.
No.1 Swiss Way, Southerton, Harare
PO Box 4791, Harare, Zimbabwe,
Tel: +263 242 661455 | 661472 | 661604
www.helcrawelectrical.co.zw