When a customer calls about a humming refrigerator, the worst possible answer is a fresh ticket in a system that has never heard of them. xMatix gives the call center the thing it actually needs: the serial number's whole story, at the moment of the call.
Every channel, one case
Calls, chat, portal requests and field escalations land as cases on the support desk — routed omni-channel by skill and load, with SLA clocks running business-hours milestones from the first minute. The embedded telephony workspace pops the customer and their units on inbound calls; the agent talks to a person, not a phone number.
Intake that already knows the answer
The case attaches to the unit's asset record: install date, coverage, warranty or AMC state, prior visits and their outcomes. Coverage is checked at intake — the customer hears covered-or-chargeable immediately — and guided troubleshooting resolves what a visit shouldn't be needed for.
From case to doorstep, scheduled honestly
When a visit is needed, the case books a capacity-backed appointment — slot chosen with the customer, routed to the right partner by pin code and skill — and the job card inherits the case's context — the doorstep mechanics of that visit are on appliance service management. The SLA clock spans the whole loop: breach risk is visible before the breach, per case and per region.
The loop closes back at the desk
Visit outcomes update the case; repeat calls within the window flag themselves; escalations carry the full trail. Support metrics — first-contact resolution, visit avoidance, SLA compliance — sit on the same records as the field work, so the desk and the network improve as one system.
Common questions
What does the agent see when a customer calls?
The telephony workspace pops the caller's account: their registered units by serial, coverage state, open cases, past visits and outcomes — so the conversation starts at the problem, not at "can I have your invoice number".
How are service visits scheduled from a case?
The case books a slot from real capacity — technician skills, partner coverage, the customer's preferred window — and the job carries the case's diagnosis and history to the doorstep. Promise and capacity are the same number.
Do SLAs cover the whole journey or just the ticket?
The SLA clock runs from case creation through visit completion, with business-hours milestones and breach-risk visibility along the way — response and resolution measured on the journey the customer actually experienced.
Can customers raise and track requests themselves?
Yes — a branded customer portal lets owners register products, raise requests against their units and track visit status, feeding the same case pipeline the call center works.