In order to optimize our website for you and to continuously improve it, we use cookies. By continuing to use the website, you consent to the use of cookies. For more information on cookies, please refer to our Privacy Policy.
CustomerXperience_6_1920x540

MOBILE SERVICE TECHNICIAN

ALWAYS CLOSE TO CUSTOMERS

Professional service management builds on structured personnel resources and route planning that is visible at a customer meeting. Your field service staff can trigger all the necessary processes right from a mobile device with the right software, including ticket processing, orders of spare parts or accounting. This considerably reduces processing time for your customers.

EFFICIENT THANKS TO OPTIMISED ROUTE PLANNING

Well thought-out resource planning and an appropriate choice of software allow you to optimise your service management and ensure that your field service can work on the go, flexibly and in particular efficiently. Your employees can depend on optimal deployment planning and avoid travelling unnecessary kilometres or empty runs. Mobile service technicians can use devices such as tablets or smartphones to access customer tickets and an overview of all cases at a glance. The service software permits technicians to prepare for appointments on the go, trigger the necessary spare parts orders during a customer appointment or initiate accounting processes.

We support you in building efficient field service management from incoming orders to order completion. We help you obtain the greatest possible outcome from your routes and ensure your customers are satisfied and well-supplied.

LABEL YOUR MAINTENANCE-INTENSIVE MACHINES WITH QR CODES OR BEACONS TO SAVE VALUABLE TIME IN CLASSIFYING THE NECESSARY WEARING PARTS.

ACHIM BECKMANN, HEAD OF CUSTOMER EXPERIENCE, B4B SOLUTIONS

SPARE PARTS FROM THE SELF-SERVICE CENTRE

Well-structured self-service centres are the backbone of good customer service. This portal makes available all information required to quickly and easily solve a problem. Customers can identify spare parts and re-order them, view invoices and other relevant documents such as service tutorials. If any questions arise, chat, telephone and video are available channels for direct contact with your company. The same advantages are available for your office-based personnel. Computer telephony integration (CTI) provides all relevant data at a glance, allowing you to be well prepared for customer meetings related to acute service cases. The self-service centre with customer information and saved tickets is also a source of information for your mobile service technicians. It guarantees that you can offer your customers the best possible service using an excellent omni-channel strategy.

PREDICTIVE MAINTENANCE TECHNIQUES

Modern machinery management is run centrally, digitally and in particular using predictive techniques. These predictive maintenance techniques replace timely maintenance of wearing parts and provide information to mobile service technicians about which and where spare parts are needed. This allows companies to avoid possible production interruptions, which previously resulted from service-related machine downtimes, thus saving time and money. In addition, intelligent machinery management offers specific advantages to users and manufacturers: the former benefit from pay-per-use models in which machine runtimes and associated costs are recorded in real time and billed only as required. Machine manufacturers, on the other hand, use predictive techniques to ensure continuous service processes and high-quality customer experiences.

CASE STUDY

CUSTOMER SERVICE4.0

In our case study, we share with you how Dr. Schilhan Gebäudereinigung GmbH strengthened customer loyalty by making four innovative changes to its processes.

ENHANCING SERVICE PROCESSES

Digital transformation enhances modern service management using innovative tools and automated processes, putting it on a new level. In a strong customer relationship, personal contact remains paramount, despite any customer portals, chat bots or similar tools. To be capable of offering your customers a seamless service experience, whether it be self-service or a customer appointment, a centralised database with the relevant customer data is simply not enough. Let us analyse your service processes to find out how your employees can leverage digital collaboration and agile methods to all your service processes to be more effective and more productive.