Here are some usage examples on
how ServAir can bring benefits to each aspect of service operations.
Do you wish to provide a smooth customer service more easily?
Have you ever heard your call operators lament…
“It takes time to identify the machine that customer is inquiring about.”
“I need to look through paper documents to find out if the customer has a maintenance contract with us.”
“Escalation process is so complicated that only experienced staff know exactly how.”
Depending on the scale of the company and the volume of service work to be provided, the role of service managers may vary.
As a systemized solution, ServAir strongly supports the coordination work a service manager previously had to figure out on their own with questions such as “Which engineers have the skills to repair this product?”, “What are the necessary repair parts for this incident?”, and “Can I schedule an engineer along with an inspection plan?”
Many aspects of service engineers’ work are not digitalized yet. In many cases, work reports are still managed on a paper basis, which makes it impossible to search for service history. Moreover, service engineers are having to go back to their offices to input the data of the work report that they provided to their customer site by paper.
This duplication of work of inputting and updating information, coupled with the lack of engineers, are common causes of heavy load on engineers.
Although it is desired to increase sales by having more maintenance contracts, service-related information are hard to collect and analyze.
Do you have any troubles like below?
“I cannot search customers to whom I can propose a maintenance contract.”
“I do not know what kind of a contract I should propose to each customer.”
In many cases, systemization in the service industry is falling behind. Paper-based management of work reports and whiteboard-based management of staff’s schedule are still a commonplace.
Furthermore, many companies face challenges when trying to introduce a new system, with issues of compatibility among existing systems, concerns about system maintenance support and operational usability, unorganized requirements for adoption of a system, unclear return on investment etc., which makes the decision a difficult one.
“We introduced systems from where there were operational needs one by one, but now we have several systems and they are not optimally interconnected.”
“The infrastructure of the system we use is old and cannot have add-ons or be modified.”
Do you have concerns like these about the systems you use being outdated?
Are you looking for ways to collect appropriate data for increasing sales from service operations whose profitability ratio are high?