Customer Experience in SAP solutions
SAP FSM (Field Service Management) redefines the concept of Customer service in a situation where service repairs are required, introducing a solution which assists in managing the failure reporting process in a comprehensive manner: on the part of the customer – providing them with an intuitive application for contact with Customer Service; on the part of the serviceman – delivering a platform for notification management, its execution and assessment of effectiveness.
The solution has been designed in line with Customer Experience principles. Apart from increased satisfaction on the part of the Customer, acceleration and simplification of the process of reporting a repair need, transparency of reports, and higher accuracy of analyses with regard to the quality of Customer service are the basic benefits of using the solution from the perspective of a company implementing it.