#Editready customer service how to
#Editready customer service code

#Editready customer service code

QR codes also serve as an interface between the equipment and self-service portal, where customers can scan a QR code from their mobile device which links to the equipment record. When booking an appointment, customers can select their preferred date/time based on the available time slots, and AI-based scheduling can assign the correct technician to the job. For example, perhaps you want the customer to first describe the problem, then prompt them to view a FAQ page or troubleshooting guide, call the inbound service center, then if the issue cannot be resolved, request a service appointment. They offer guided assistance for customers, ensuring that all the necessary information is submitted during a service request, while expediting the service request process by prompting customers for relevant information and offering self-service resolutions upfront. Configurable moment sets bring advanced automation, personalization, and responsiveness to the forefront of customer interactions.

Within the Self-service Portal, two key functionalities are moment sets and self-service chatbots. This minimizes miscommunications and ensures that all parties are on the same page.Ĭustomer Self-service Portal – Equipment View The portal centralizes service requests in a single location, reducing the need for back-and-forth emails or phone calls. The Customer Self-service Portal is a central hub to access equipment information, review service history, access documentation or troubleshooting guides, and request service. Before I dive into some of the key features, I encourage you to watch the demo video embedded below:Ĭustomer Portal – The Customer Hub for Service Designed to bridge the gap seamlessly between field service organizations and their customers, the Customer Self-service Portal simplifies the way companies deliver support, information, and interaction. While there are many channels to foster customer interaction, today’s blog will focus on the functionality of the Customer Self-service Portal, a native module within SAP Field Service Management. Service Management solutions from SAP provide a platform for comprehensive customer service, from the initial engagement to the final service execution. Customers expect the ability to engage on their terms, whether it is via more traditional channels like phone or email, or the increasingly popular options of customer portals, chatbots, and even IoT-enabled service. Simplifying the integrated customer experienceĮxceptional customer experience is at the heart of Service Management solutions from SAP.

Optimize Field Service Management with native offline-first mobile applications and Smartforms.AI-Based Scheduling in SAP Field Service Management.Crowd Services – Expand Your Talent Pool with SAP Field Service Management.Digitized Field Service Management – Deliver Maintenance & Service Precision.These blogs/videos reflect the updated features we have published on the Field Service Management website. (b) increase customer satisfaction by providing greater control over their interactions with service providers and transparency in the service process, and (c) increase first time fix rates by providing all of the accurate information in service requests, therby eliminating the need for multiple visits.

Specifically, we will see how the Self-service Portal helps (a) assist in faster issue resolution via the ability to link to knowledge bases, FAQs, troubleshooting guides, etc.

#Editready customer service how to

In this blog, I will discuss how to increase customer satisfaction and simplify touchpoints using the Customer Self-service Portal within SAP Field Service Management.