Lack of context delays every service request

Service requests arrive through a wide variety of channels: from customer portals, via system interfaces, or automatically from plant operations. However, the technical context, up-to-date product information, or experience from comparable service cases are often missing. Employees spend valuable time searching through different systems, tickets are forwarded multiple times, and information gets lost. This extends processing times, leads to avoidable follow-up questions, and decreases service quality. CONTACT Elements Ticket System centralizes all relevant information directly within the service request to optimize response times and quality. Communication histories are documented, and the processing status is transparent for all stakeholders.

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Your benefits

  • Resolve service requests faster with complete product and service context 
  • Intelligently reuse existing service knowledge 
  • Reduce research effort and shorten resolution times 
  • Identify recurring issues and quality problems early 
  • Turn service insights into targeted product improvements 

Resolve issues faster with the right context

Ticketerstellung in CONTACT Elements
All communication and processes related to a service request are documented in the ticket correspondence.

To process a request, service teams often gather information from various systems. CONTACT Elements directly links tickets with product structures, digital twins, serial numbers, documentation, and previous service cases. As a result, the complete technical context is available without additional research, allowing issues to be analyzed faster and resolved permanently.

Resolve issues faster with the right context

To process a request, service teams often gather information from various systems. CONTACT Elements directly links tickets with product structures, digital twins, serial numbers, documentation, and previous service cases. As a result, the complete technical context is available without additional research, allowing issues to be analyzed faster and resolved permanently.

Ticketerstellung in CONTACT Elements
All communication and processes related to a service request are documented in the ticket correspondence.

To process a request, service teams often gather information from various systems. CONTACT Elements directly links tickets with product structures, digital twins, serial numbers, documentation, and previous service cases. As a result, the complete technical context is available without additional research, allowing issues to be analyzed faster and resolved permanently.

Intelligently reuse service knowledge

Every resolved service case expands the company’s knowledge base. Fourier AI semantically analyzes closed tickets, technical documentation, and product information, and suggests similar cases as well as suitable solutions for new requests. This allows service teams to benefit directly from existing experience, reducing search efforts and shortening resolution times, even for complex issues.

Intelligently reuse service knowledge

Every resolved service case expands the company’s knowledge base. Fourier AI semantically analyzes closed tickets, technical documentation, and product information, and suggests similar cases as well as suitable solutions for new requests. This allows service teams to benefit directly from existing experience, reducing search efforts and shortening resolution times, even for complex issues.

Every resolved service case expands the company’s knowledge base. Fourier AI semantically analyzes closed tickets, technical documentation, and product information, and suggests similar cases as well as suitable solutions for new requests. This allows service teams to benefit directly from existing experience, reducing search efforts and shortening resolution times, even for complex issues.

Initiate targeted quality improvements

Recurring service cases provide valuable insights into design weaknesses or quality issues. Thanks to direct integration into CONTACT Elements, tickets can be seamlessly transferred to quality management, engineering, or change management processes. Insights from operations and service thus flow systematically into product improvements, supporting a closed-loop engineering process.

Initiate targeted quality improvements

Recurring service cases provide valuable insights into design weaknesses or quality issues. Thanks to direct integration into CONTACT Elements, tickets can be seamlessly transferred to quality management, engineering, or change management processes. Insights from operations and service thus flow systematically into product improvements, supporting a closed-loop engineering process.

Recurring service cases provide valuable insights into design weaknesses or quality issues. Thanks to direct integration into CONTACT Elements, tickets can be seamlessly transferred to quality management, engineering, or change management processes. Insights from operations and service thus flow systematically into product improvements, supporting a closed-loop engineering process.