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proaxia Customer Self-service

It’s always time for good relations!

Learn more about the proven benefits and functionality or contact our proaxia team now.

Contact us!

Our self-service accelerator enables seamless service processes and real-time communication between you, as a manufacturing company (OEM), and your customers.

 

Our offering redefines your OEM-customer relationship through innovative digital self-service capabilities.

 

So, you can considerably increase transparency and loyalty for customer service offerings along the whole equipment lifecycle.

 

SAP proaxia Customer Self-service

Why now?

To stay competitive, discrete manufacturers can no longer just provide a call center and a web presence with basic contact form functionality.  

Customers today demand digital self-services. Whether it’s Web, mobile, or multi-channel, customers would rather click, tap, and type than talk! 

Demanding customers

Focus on Customer Centricity

 

Exceed the Customer Experience

 

Ensure Customer Retention and Loyalty

The playing field is changing

Shift On-site- to Self-service

Instant Access to Service Knowledge

Reduce Call Center and Field Service Costs

Digital is the new norm

Establish the Digital Channel

 

Drive Innovation in the Digital Space

 

Offer Digital Smart Products

Seamless and clear processes

Improve Service Operations 
end-to-end

Offer Multi-channel Real-time Insights

Ensure fully transparent Lifecycle Information

Why proaxia Customer Self-service?

One solution for increased service productivity

Smooth „on-boarding“

Accelerate service processes and save valuable time & costs

Modern and responsive user-interface

Direct interaction between internal and external participants

Seamless integration into your IT landscape

Higher transparency from shared processes and information

Easily extensible to meet evolving market demands

The Customer Journey for seamless Customer Service

Customer Self-Service Modules

Ticket Management

Service History Reports

Contract Management

Service Document Library

Knowledge Center

Service Appointment Management

Equipment Management

Customer Data & Locations Management

Service Dashboard


proaxia Customer Self-Service Features

Equipment Management

Offer direct access to your customersinstalled base along the whole product lifecycle and gather up to date information.

 

Customers have one direct access point to their installed base, and they can rest assured knowing they’re getting the most up-to-date information. This overview can be the starting point for further service processes or value-add offerings (warranty / SLA info, service contracts, etc.). The module also supports registration of new equipment and data change requests of the installed base, e.g. in case of location or contact changes.

Ticket Management

Decrease your help desk’s call volumes by giving your customers direct access to manage their service requests on their own.

 

Help customers find all their inquiries and service communication – independent from the request channel – when they need it. Customers can create, update and share information on service requests. They can directly interact with your help desk by posting and commenting on every ticket. With attachment uploads, additional information, such as log files or images, can be provided. Own filters help focusing on the information needed.

Service Appointment Management

Increase transparency on field service interventions and save valuable time with joint operational planning.

 

Customers find relevant information on all completed and upcoming on-site service interventions. They have the possibility to schedule and replan appointments with their preferred field technicians available at the most convenient time. The module provides interactive planning, which is directly reflected in your planning board for your dispatchers.

Service History Reports

Provide your customers with confidence that their equipment has been looked after in the best possible way.

 

Provide customers with direct access to historic service reports and documents, in one secure, mobile-friendly location. They can search for resources, view in-line or download, whenever they need it.

User Profile Management

Support your customersusers with keeping their data and settings upto-date.

 

The user profile module holds all relevant data and settings associated to individual users. Thus, they have direct access and transparency on the data that is collected about them. Relevant changes, e.g. change password, can be easily made by the users themselves.

Solution Architecture Overview

With our support, set the foundation for a seamless service experience with Customer Self-services, to Customer Service Execution and Service Order Processing, to Service Dispatching and Intervention in the field.

proaxia your partner for Seamless Service

What makes us different?

Extensive and long-term experience in the after-sales and customer service domain with companies in Discrete Manufacturing.

Deep understanding of business requirements and solution approaches for your service organization and processes.

Design expertise in improving customer relationships through individual self-service offerings.

Solution and implementation expertise across all systems that support and optimize your service.

Holistic and results-oriented support throughout your entire service transformation process.

Insights and close collaboration with SAP in the development of industry-specific packages and solution add-ons.

Full-service partner from after-sales and customer service consulting to solution implementation to applications support.

Our SAP Business Technology Platform Service Offering

 

Do you have any questions or would you like a personal consultation?

Then do not hesitate and contact us!

Dr. Jan Michael Loehe

Principal Discrete Manufacturing

proaxia consulting group ag is an international management consultancy firm

with headquarters in Switzerland and branches in Europe, MENA, Asia and USA.

 

Drop us an email: info@proaxia-consulting.com

or use our contact form