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SAP Hybris Customer Service Solutions for Manufacturing

Customer service involves actions which are effortless and move buyers forward on their journeys, and the omni-channel contact center is becoming the standard. Customer service should involve a series of actions which are effortless and constantly move buyers forward on their journey. The omni-channel contact center is becoming the standard for customer service, offering a choice of connection options in a single flexible and adaptable platform.

With scheduling tools, customer insights, and parts management applications, managers can assign the right technician to the right job, factoring in necessities like assets, skills, and SLA compliance. Some field technicians may even be able to perform diagnostics using Web-based 3D visualization tools or research inventory information, and order spare parts on the spot.

Improved scheduling and service order management help reduce unplanned downtime and optimize equipment utilization by making service more proactive. Timely and complete e-mail response strategies have to result in satisfactory and intuitive guidance for individuals, but they must now do so everywhere, including SMS/text messaging or on-screen chat.

The promptness and quality of customer service for manufacturers depends on the collection, interpretation, and presentation of analytics and data presented in dashboard format and in deeper components like embedded reports on response times and escalation trends.
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