Based on the omnichannel scenario, your customers can reach you via the channel they prefer, e.g. telephone, web form, service portal or social media. The ticket system enables the simple and, if desired, AI-supported assignment, prioritization and categorization of incoming service requests, also taking into account existing service contracts and service level agreements.
Connections to solution databases enable fast and satisfactory service.
Using role model and activity management, tasks can be assigned directly to the appropriate specialist personnel so that even challenging questions can be dealt with quickly and satisfactorily.
With SAP Field Service Management (FSM) you take your service operations to the next level. Machine learning and the Internet of Things (IoT) bring transparency to your service operations and create proactive customer service and a positive customer experience. By using mobile tools, your technical staff can also correct errors offline, directly at the customer’s site.
During service calls, your technicians can enter all relevant documents and invoices directly in one system. The planning board offers the back office a clear summary of all service calls as well as the possibility of an automated planning process. Through a variety of reporting options, management can be provided with important key figures and insights to further improve service strategy.
Benefits of the SAP Service Cloud
You always have access to all relevant customer data and contact information.
Field service management
Optimized resource planning for the processing of service or maintenance orders.
easily reach you via their preferred channel.
Real time reports
Benefit from real-time reporting and control your resources effectively and efficiently.
Field service support
Your field service employees benefit from intelligent task control.
Help your customers solve problems and offer numerous self-service opportunities.
The interactive maihiro Service Showcase: maiService
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Asset intelligence network, predictive service, machine learning: our interactive showcase goes beyond classic service and provides answers to today’s challenges in service management.
Find out how maiService supports you in expanding your service business by optimizing throughput times and information flows in the service process with the help of IoT, event-based control, and allocation of service technicians and spare parts worldwide.
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