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.
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!
Focus on Customer Centricity
Exceed the Customer Experience
Ensure Customer Retention and Loyalty
Shift On-site- to Self-service
Instant Access to Service Knowledge
Reduce Call Center and Field Service Costs
Establish the Digital Channel
Drive Innovation in the Digital Space
Offer Digital Smart Products
Improve Service Operations
Offer Multi-channel Real-time Insights
Ensure fully transparent Lifecycle Information
Offer direct access to your customers’ installed 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.
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.
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.
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.
Support your customers’ users with keeping their data and settings up–to-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.
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.
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.
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