Customer Service Planning and Execution

The Need

The company faced some challenges related to Customer Service:

Track the relational intensity between Customer Service and customers;
Optimise the collection of information at all touch points (telephone, email, web, social);
Improve the management of customer service information;
Automate the creation and management of service tickets.

We designed and implemented a SAP Service Cloud solution to enable:

Automatic creation and categorisation of service requests (tickets);
Routing of tickets from different channels (email, social media) and from IOT products towards a single repository;
End-to-end ticket management in the different steps from assignment to resolution;
Access Customer Knowledge Base and previous tickets to facilitate ticket resolution;
Interact in real time with Customer Service colleagues (internal messaging);
Monitor in real time how service activities are going (dashboard with kpi).

Machinery & Components

SAP Fiori, SAP Service Cloud

Service

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The company was facing some needs linked to the production process:

We designed and implemented a tailor-made app based on SAP Fiori that enables to:

Collect information on production (time, quantities, rejected quantities, machine stops) in the department
Report machine stoppages and enter the probable cause
Speed up the collection of information on site
Automatically upload information in the ERP, making it available for analysis
Allow labels to be printed at the end of the process

The app was made available on tablets located in the production units.