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Fewer Service Calls and
Empowered Customers

with the Customer Self-Service application

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The I-need-help-right-now-moment.
Make it a core moment.


The Customer Self-Service application is redefining the customer service experience by empowering customers to attend to their own service needs when possible. By simply scanning a QR code or serial number on a device with their mobile phone, customers can initiate an instant service request. They can schedule a field service visit, order replacement parts, and more without lengthy telephone queues.The Customer Self-Service application also makes it easier for customers to manage and review their installed bases. This level of comprehensive oversight makes it simple to determine the business partners and components associated with all company devices. The whole service experience is streamlined and more efficient than ever before.

Empower the self-reliant customer and improve customer loyalty through outstanding service experience.

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24/7 Availability

Your Customer Self Service Portal open for Business 24/7 hours.

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Calls

The time your office staff spends on the phone is significantly reduced, freeing them up to attend to more pressing business needs.

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Want Self Service

84% of millennial customers have used a self-service portal for customer service.

Customer Self-Service mobile phone

Stay Open for Business 24/7 with the Customer Self Service Portal

The Customer Self-Service application is about helping customers help themselves. Customers can scan a QR code, a serial number or any other unique identifier on a device and choose between a series of self-service option, e.g. to review operational information and fix the problem by themselves or turn to a remote support
team for assistance.

Finally, if all else fails, customers can use the portal to schedule an appointment with service technician!

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How does SAP Self Service Management work?
1. The customer scans the device’s QR code or a serial number with a mobile device.
2. The customer is directed to the Virtual Customer Assistant and can explain the issue.
3. The customer can review a series of self-service suggestions like FAQs and manuals OR
4. The customer can schedule a field service visit with a service technician, order replacement parts, or request product information.
5. The customer can track the location and arrival time of the service technician or replacement parts in real-time.

Customer Self-Service Experience

Enhance the Customer Self-Service Experience

In addition to diminished wait times for service and assistance, customers are provided with a transparent overview of the entire service process. From the moment they make a service request, they can review everything on their mobile devices: troubleshooting, remote service, scheduling, tracking is also possible. And your Customer Service center also wins! With time-consuming tasks like appointment coordination and basic requests handled by the Customer Self-Service application, they can focus instead on providing excellent support.

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Make service better for customers and your customer service team with:

  • SAPs self-service portal available as a mobile web application, no need to download an app
  • dialogue-based virtual customer assistance
  • a dialog for selecting possible field service dates depending on availability
  • status updates in real-time
Self Service Portal - Installed Base Admin

Integrate Your Entire Installed Base to the Internet without IoT

IoT is making it possible for all connected devices to communicate and share data and information. This is great for new devices outfitted with the right technology, like sensors, to transmit signals and data. However, the Customer Self-Service app also lets you connect all your older generation devices. Whether or not they have state-of-the-art sensors you can still provide real-time service! Information resources can incorporate all relevant device data.

Field Service Software - Self-Service Portal

Keep the overview and access your Data in your Self-Service Portal

  • item numbers
  • serial and lot numbers
  • revision history
  • current service status
  • location of device
  • technical and administrative contacts
  • warranties and installation dates
Service Notification in Real Time ETA

Keep Your Customers Satisfied with Real-Time ETA and Notifications

Customers feel valued when you keep them informed and in the loop. The Customer Self-Service application let you do that with text messaging. Provide your customers with regular notifications and ETAs so they know when their service technician or replacement parts are arriving. The application helps you provide as much information and transparency to your customers as possible. This makes for a great customer experience, which translates to real company loyalty!

All-in-one Field Service Software for your entire team.
Make it a core moment.

Crowd Service

Coresystems and SAP have pioneered 'Crowd Service' – which allows customers to leverage an Uber-like platform to find available field service technicians in real-time.

Workforce Scheduling & Field Service Dispatching Software

Great field service no longer revolves around reacting to a failure. With our intuitive technology and enhanced processes, you can proactively manage field resources, and be better prepared to resolve your customer issues in advance of failures.

Field Service Analytics, Reports & Dashboards

Delivering exceptional service is tougher today than it's ever been. With analytics, you can make your service more efficient, effective, and more closely aligned with your customers' needs.

Customer Self-Service

SAP's Customer Self-Service Portal is a knowledge base and customer portal all in one. With the easy-to-use code scanner function, your customers can quickly access product or equipment information or initiate service calls in a more efficient manner.

Field Service Knowledge Management

Customer satisfaction begins with employee expertise. With Smartforms, you can ensure that your employees have the insight and information necessary to deliver high-quality service in any situation.

Work Order Management Software

Great service means being in the right place at the right time. With Workforce Management Material you can link parts to warehouses in real-time, so your field service technicians have a better chance of getting it right the first time. You can also track service vehicles for improved resource management and response times.

Mobile Field Service Management Software & App

Customers demand a level of service which is difficult to execute in paper form. Mobile technology has transformed the way in which organizations operate in the field in this age of the empowered customer.

Integrations and Cloud

SAP Field Service Management (FSM) is delivered in the cloud as a SaaS application, yet offers seamless offline functionality in all mobile applications. Best of all, FSM comes ready for 3rd party integrations with its powerful API.

Security and GDPR

Understanding security, GDPR and personal data definition are critical for business compliance. SAP  will take any action necessary to ensure that we handle customer data in compliance with applicable law.

As our technicians are on assignment around the globe, we benefit greatly from the ability to transparently coordinate and plan our service calls.
Andreas Berg, Head of IT

Perfect moments are core moments.

Best-in-class companies have transformed their service organization by focusing on the customer. Coresystems helps you to make every part of your service process more human and efficient - from first contact to happy customer and beyond.

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