Using Service Management Software to Enhance the Customer Experience

Today, you can manufacture a product anywhere in the world to a high level of quality. High quality is the customer expectation. The product features and related service become competitive differentiators. There is a compelling business case for improving the customer experience and customer satisfaction. Yet while customer satisfaction can increase cross-buying and other desired behaviors, measures of customer satisfaction for past purchases are backwards-looking metrics. This forward-looking, problem-solving intelligence is required by manufacturers focused increasingly on improving performance by delivering aftermarket service, as well as designated service businesses honing their approach to the customer.

Enterprise technology has a role to play in this process, not only to provide a consistent service and increase important metrics like first-time fix rates, but as a tool for adjusting to customer expectations for enhanced communication. So how can service management software for field service and for depot repair be leveraged to drive up customer satisfaction levels, increase sales of service offerings and thereby drive revenue and margin? That is what we will discuss in this whitepaper, with a special emphasis on some of the new and emerging technologies that best-in-class companies will adopt in the months to come.

To learn more, read this whitepaper.

File Information: White Paper, pdf 0.3 MB

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