Customer Service: Use Cases

Customer Service

Consistent and seamless service inspires customers. Consistent service across all channels is expected today. Customers want to decide when and where they interact with companies. The challenge for companies is to meet these expectations in order to retain customers in the long term.
Therefore, employees need a 360-degree view of customers with data from sales, marketing and service, as well as product data from smart devices (IoT). All customer and device data must be prepared and displayed in such a way that employees have the knowledge they need to provide service at all times.

Challenges

Service processes are inefficient and often only exist in isolation

Customer data is stored in separate systems and areas

Missing 360-degree view of customers - sales, marketing and service do not work hand in hand

Lack of systemic process support and poor profitability

No recurring follow-up business

No networking of IoT device data

Solution approaches

IT cloud business platform as a framework for networking systems and standardising data

Integration of customer data (sales, service and marketing) and device data

Creating significant added value through digitisation and AI

Intelligent linking of IoT scenarios, data analysis and process management

Use Cases

Ticket recording for call centres with CTI integration

When calls are received, open tickets to the customer are displayed. After selecting the registered product, the priority is determined depending on the SLAs when entering a new ticket. By means of classification catalogues the incident can be narrowed down in an evaluable way and the responsible department can be suggested.

Higher case handling rate on the phone

Improving the customer experience

Significant increase in the SLA target achievement rate

Avoidance of escalation by informing the customer in good time in case of demand

Avoidance of double recording of incidents

Higher case handling rate

Improving the customer experience

2nd-Level-Support mit Fernzugriffs-Integration

Case clarification is facilitated by a full text search of existing cases. Access to information regarding previously installed spare parts, the revision and software version history helps to narrow down the error and determines possible solutions from the integrated knowledge base.

Acceleration of the service process through increased transparency

Accelerated case clarification

Increase in customer loyalty and satisfaction

Increase in service profitability

50%

Beschleunigung des Services

70%

Höhere Service Profitabilität

Service scheduling with skill-based optimisation

Projects and the associated electricity distribution networks can be created and managed. Using a “Graphical Editor”, the electricity distribution networks can still be graphically planned, created and simulated under the calculated electricity load distribution and utilisation. The respective and general system statuses are monitored via an IoT connection. At the same time the data is collected and evaluated. The knowledge gained flows continuously into the planning and operation of electricity distribution networks, which enables an increase in process efficiency and cost savings.

Proactive management of resources

Early detection of resource bottlenecks

Exact allocation of resource requirements

Ensuring punctual processing

Spontaneous rescheduling possible in case of failures

Optimisation of the
Use of resources

Documentation of service calls with contract-based invoicing (mobile solution)

The service field service is supported on site with a mobile app to document the service deployment and record billing relevant information. The printed service report includes the automatic interpretation of the contract conditions regarding the allocation of operating times, spare parts and travel expenses.

Support of the service field service through a mobile solution

Acceleration of the service process including billing

Quotation for customers in real time

Automatic spare parts management

Digitalisation and automation

Mobile solution for field service

Business Intelligence with Mean-Time-To-X evaluations – Service KPI dashboard

Collected data is compiled in statistics and made available to service and product management. A graphic presentation of the data in the form of decision-maker dashboards helps management to derive measures for improving the service (Corrective And Preventive Action).

Transparent service key figures to improve the product and service processes

Calculation of service profitability

Automated initiation of processes (e.g. subsequent delivery of spare parts if defective)

Representation of
Service key figures

Higher service profitability
through derived measures

Have we aroused your interest?

Contact us

Dr. Frank Gredel

Head of Business Development

Xing
LinkedIn

Customer Service: Use Cases