Fewer Service Calls and
with the Customer Self-Service application
Your Customer Self Service Portal open for Business 24/7 hours.
The time your office staff spends on the phone is significantly reduced, freeing them up to attend to more pressing business needs.
84% of millennial customers have used a self-service portal for customer service.
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!
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.
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.
Make service better for customers and your customer service team with:
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.
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!
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.
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.
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.
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.
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.
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.
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.
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.
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.
We have already successfully reduced the time between servicing and invoicing from several weeks to an average of six days on more than 50% of customer service calls.