Time-consuming service communication delays the handling of customer requests

Even when internal service processes are digitally organized, communication with end customers often still takes place by phone or email. This ties up service team resources and, especially when spare parts are needed, makes it difficult to clearly associate a request with the relevant product. At the same time, customers expect fast access to up-to-date product and service information as well as transparent ways to initiate and track their requests themselves. Direct digital access to the product and service context provides the foundation for this.

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Your benefits

  • Reduce internal service efforts and simplify customer communication
  • Enable customers to submit service requests themselves as tickets
  • Shorten response times and reduce coordination efforts
  • Strengthen customer loyalty

Create and track service requests independently

Ticketerstellung in CONTACT Elements

Customers can submit service requests directly as tickets through the Self-Service Platform and view existing cases. Instead of first providing information by phone or email and having it transferred internally afterward, the details flow directly into the digital service process. The connection to the relevant customer and product helps classify the request unambiguously. This makes communication between end customers and the service organization more structured, reduces manual intake effort, and enables faster processing. At the same time, customers can keep track of the status of their requests.

Create and track service requests independently

Customers can submit service requests directly as tickets through the Self-Service Platform and view existing cases. Instead of first providing information by phone or email and having it transferred internally afterward, the details flow directly into the digital service process. The connection to the relevant customer and product helps classify the request unambiguously. This makes communication between end customers and the service organization more structured, reduces manual intake effort, and enables faster processing. At the same time, customers can keep track of the status of their requests.

Ticketerstellung in CONTACT Elements

Customers can submit service requests directly as tickets through the Self-Service Platform and view existing cases. Instead of first providing information by phone or email and having it transferred internally afterward, the details flow directly into the digital service process. The connection to the relevant customer and product helps classify the request unambiguously. This makes communication between end customers and the service organization more structured, reduces manual intake effort, and enables faster processing. At the same time, customers can keep track of the status of their requests.

Identify and order spare parts for your own product

When spare parts are needed, the product context helps identify the required part unambiguously. Using the digital twin of their product, customers can identify suitable spare parts and place an order directly. This allows product information from operations to be reused in a downstream service process: from the specific asset to the correct spare part and on to the order. Time-consuming follow-up questions, photos for part identification, and additional confirmation loops can be reduced. Customers get a direct and transparent path from the affected product to the spare part they need.

Identify and order spare parts for your own product

When spare parts are needed, the product context helps identify the required part unambiguously. Using the digital twin of their product, customers can identify suitable spare parts and place an order directly. This allows product information from operations to be reused in a downstream service process: from the specific asset to the correct spare part and on to the order. Time-consuming follow-up questions, photos for part identification, and additional confirmation loops can be reduced. Customers get a direct and transparent path from the affected product to the spare part they need.

When spare parts are needed, the product context helps identify the required part unambiguously. Using the digital twin of their product, customers can identify suitable spare parts and place an order directly. This allows product information from operations to be reused in a downstream service process: from the specific asset to the correct spare part and on to the order. Time-consuming follow-up questions, photos for part identification, and additional confirmation loops can be reduced. Customers get a direct and transparent path from the affected product to the spare part they need.

Request services directly under agreed terms

Services can be requested in the portal in the context of existing master agreements and stored terms and conditions. This means the customer and product context relevant to the request is already available where the customer describes the service need. Agreed services and terms do not have to be gathered again across separate communication channels. The request becomes more structured and can be associated with the relevant product and existing customer relationship. This reduces coordination effort between the customer and the service organization while preserving the digital link between the product, agreement, and service request.

Request services directly under agreed terms

Services can be requested in the portal in the context of existing master agreements and stored terms and conditions. This means the customer and product context relevant to the request is already available where the customer describes the service need. Agreed services and terms do not have to be gathered again across separate communication channels. The request becomes more structured and can be associated with the relevant product and existing customer relationship. This reduces coordination effort between the customer and the service organization while preserving the digital link between the product, agreement, and service request.

Services can be requested in the portal in the context of existing master agreements and stored terms and conditions. This means the customer and product context relevant to the request is already available where the customer describes the service need. Agreed services and terms do not have to be gathered again across separate communication channels. The request becomes more structured and can be associated with the relevant product and existing customer relationship. This reduces coordination effort between the customer and the service organization while preserving the digital link between the product, agreement, and service request.