RAS help desk

The RAS help desk is a tool to manage communication and issue resolution across a number of areas in the Repco Authorised Service program. It will ensure all issues raised are tracked and aims to ensure a resolution is reached for all communication coming to the RAS team.

Goals

• Improve management of consumer issues.
• Improve communication with members around a wide range of topics, e.g. billing, admin, marketing, general feedback.
• Improve the nationwide warranty process and communication between members.
• Keep a record of all issues and know if they reach a resolution.

Accessing the RAS help desk

Admin and RMs will have access to the help desk software, called Help Scout. It is integrated with MMS and can be accessed from the navigation.

1. Click on the Help Scout link.
2. You will be asked to log in, you should only need to provide your email address
3. Click `Sign in with Single Sign-On`.
4. You will land on the dashboard, click on the RAS Help Desk card and you will be taken to the help desk inbox.From there you can manage all conversations.

Help desk communications

There are several types of communications that will feed into the RAS help desk, they are as follows;

• RASNet warranty form
• RASNet contact us form
• Customer care centre form
• Repco contact form

For all communications that have directly specified a member, the correct BDM will be notified via an email notification so they can respond accordingly.