Customer Experience Begins
With the Employee Knowledge
Coresystems FSM is now part of SAP.
Knowledge is the key to success for any business. This is no different in Field Services. Know-how is capital. And collecting valuable Field Service information like documentation, product manuals, video tutorials, and invaluable accumulated knowledge from experienced service technicians enables workers. Features like checklists ensure the highest quality standards. Shared expertise helps improve overall productivity. And all of this leads to increased employee and customer satisfaction.
With improved product and information management you can eliminate return visits and no-shows instantly.
Mobile access to the knowledge base and customer data reduces repair time and prevents failures.
Checklists reduce training time and failures, the mobile app makes field techs more productive.
Our customers reported in a survey decreased service costs by average 8%.
Working with checklists during service visits ensures a uniform level of expertise. Not only can they be customized to include all company and product knowledge, they are also simple to create. They ensure that all processes are standardized, and for example also keep in mind EHS (Environment, Safety and Health) Standards. Finally, they can be easily integrated into enterprise resource planning (ERP) systems with an open API.
Field service checklists are like a script for how to provide the best service. They are also:
Service technicians generally find themselves on their own when providing Field Services. However, this does not mean they have to be without access to key knowledge and insight. Nowadays, thanks to checklists and file libraries, they can remain connected to the know-how they need to provide quality service. Dynamic checklists enable workers to perform efficiently and effectively thus maximizing productivity and customer satisfaction.
Dynamic checklists offer the following key benefits:
With Knowledge Management, you can ensure that all team members share the same view of the field, through applying information captured in the field through customer interactions to business processes and practices. Whether online or offline, your employees in the field will have access to these checklists to ensure that your customers receive the right response on the first visit.
One of the essential aspects of knowledge management is ready accessibility:
Having experienced and well-trained service technicians is essential for company success and a prerequisite for customer satisfaction. Checklists make it possible for employees to improve performance even further by providing key field insight to back-office personnel. By sharing information about follow-up activities with the sales department or linking to customer relationship management (CRM) software, service technicians can promote cross-selling and up-selling.
Knowledge management make it possible to:
Delivering exceptional service is tougher today than it's ever been. With analytics you can make your service more efficient, effective, and more closely aligned with your customers' needs.
Coresystems Now Self-Service Portal is a knowledge base and customer portal all in one. With the easy-to-use code scanner function, your customers can quickly access product or equipment information or initiate service calls in a more efficient manner.
Customer satisfaction begins with employee expertise. With Knowledge Management, you can ensure that your employees have the insight and information necessary to deliver high-quality service in any situation.
Great service means being in the right place at the right time. With Workforce Management Material you can link parts to warehouses in real-time, so your field service technicians have a better chance of getting it right the first time. You can also track service vehicles for improved resource management and response times.
Great field service no longer revolves around reacting to a failure. With our intuitive technology and enhanced processes, you can proactively manage field resources, and be better prepared to resolve your customer issues in advance of failures.
Customers demand a level of service which is difficult to execute in paper form. Mobile technology has transformed the way in which organizations operate in the field in this age of the empowered customer.
Coresystems is delivered in the cloud as a SaaS application, yet offers seamless offline functionality in all mobile applications. Best of all, our ecosystem comes ready for 3rd party integrations with our powerful API.
Understanding security, GDPR and personal data definition is critical for business compliance. Coresystems will take any action necessary to ensure that we handle customer data in compliance with applicable law.
Customer satisfaction extends far beyond the purchase of machines and devices, as the increasing shift towards a mobile-enabled, connected world has conditioned end-users to expect delivery of products and services in real-time.