Stay Ahead of Customer Expectations by Enhancing Experiences

Customers inform themselves online about all products and share them with other users in communities. If there is a problem, the customer can open a service ticket.

Whether via social media, during a phone call or in online chat: the customer chooses his favourite contact path to your company from various channels.

Your field staff also access relevant data offline – be it about the customer relationship, the purchase process or the product in question.

Allows you to provide a unified agent experience across all interaction channels, including email, Web, chat and phone. Thanks to artificial intelligence, all service tickets can be automatically analysed, categorised and forwarded to the right employee using SAP Service Cloud. In this way, you can resolve customer inquiries faster and improve the quality of your customer service.

Use social collaboration tools to leverage collective expertise, relevant customer information and crowd sourcing in the context of your accounts and service requests.

Equip your service agents with integrated information from your existing knowledge base so they can respond intelligently and consistently in real time.

Provide managers with powerful analytics and easy-to-use dashboards for real-time insight into your team’s customer service performance.

Easy access to real-time back office information provides insights you need to make the best possible customer service decisions.

Engage with customers via social media channels such as Facebook and Twitter to help them quickly resolve their own service queries.

The Internet of Things collects a considerable amount of data. However, this data will only bring you added value if it is linked to the existing data such as master or transaction data and has been integrated into existing processes. When used correctly and tailored, the data generated by the IoT provide insights that not only provides added value, but also improves customer experience.

Allow your customers greater choice and the ability to take control of their service issues from a branded, self-service support portal.

The SAP Asset Intelligence Network is a business network in which all information from service providers, plant operators or manufacturers is combined in one platform. This direct and standardised exchange ensures even more efficient and seamless processes.

Thanks to intelligent systems, predictive maintenance enables the permanent monitoring of connected devices and detects possible problems before they arise and damage occurs. Predictive maintenance can save enormous costs and open up new business models for service departments.

The crowd service solution from Coresystems enables you to react immediately to your service requests and send an employee on site. Build up a pool of qualified service technicians from employees, partners, suppliers and freelancers in your own business ecosystem, to always get the perfect specialist with competent expertise for every request.

Your customer service has the task of taking care of the wishes and needs of your customers in the best possible way. In fact, these problems or requirements give you the best chance of increasing customer loyalty. With preventive support, you will exceed your customers’ expectations and set new standards.