Customer Service

The Path to Successful Customer Service

Field service management: how to seamlessly integrate resource planning and technical field service

Optimize Scheduling to Improve Service Quality

Product returns, complaint processing, and repairs in the workshop or on-site with the customer require effective service management. This not only encourages customer satisfaction, but also ensures a lucrative increase in revenue. But it is impossible to leverage this potential if your internal service team continues to work with spreadsheets or your field service technicians have to record information by hand.

itelligence supports you in seamlessly connecting every customer service process. This creates a smooth, streamlined process from accepting return requests to processing them. Dispatchers gain complete transparency over all technicians and orders, while the field service team is able to enter data simply and quickly via a mobile app.

From service notifications to operation planning and expense claims, itelligence experts and solutions cover all of your needs.

Customer Service: How We Can Support You

As a close, longstanding SAP partner, we play an active part in the development of SAP solutions and are familiar with every detail. We are not just experts in standards, but also drive innovations such as predictive maintenance. But what does this mean for you?

With itelligence as your partner, you can be sure that your field service processes and internal services are one hundred percent integrated into your SAP systems – and that you can fully leverage the opportunities of the digital age.

Are You Familiar with these Service Challenges?

Assign technicians efficiently and optimize route planning

Coordinate the expertise of your technicians with timetables and your customers’ requirements.

Collect and view service information on site

Technicians can immediately enter all job-relevant data via a mobile app.

Process service notifications more quickly

Relevant data is available to internal service teams and technicians.

Implement predictive maintenance

Support your customers before any damage occurs.

Identify and eliminate bottlenecks

Uncover weak points in your service process and analyze how you can increase productivity.

How Our Customers Benefit from Us

FOSS, Hillerød, Denmark

Foss has just completed the global CRM roll-out project of introducing SAP to all sales staff and technicians. SAP is now available on 600 employees’ telephones and tablets. Great potential for efficiency.

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Sluyter Logistics B.V., Rotterdam, Netherlands

Sluyter Logistics, a Dutch full-service provider with 275 employees working across nine locations, offers tailored, cost-efficient solutions for any logistical issue.

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Bilkent Holding

Many of Turkey’s best-known brands and major players are part of Bilkent Holding. Comprising a total of over 20 companies across nine industries, the group’s scope of activities is far-reaching.

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BEHRINGER

Within just 5 months itelligence implemented SAP Hybris Cloud for Customer at BEHRINGER. The leading supplier of band and circular saw technology is now able to collect and centrally organize smart customer data.

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Dürkopp Adler

With SAP Hybris, implemented by itelligence, Dürkopp Adler has a sound e-commerce strategy platform for the future.

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Silverline

Silverline has started its operations in 1994 as a part Silver Group. Today Silverline became a leader brand in the built-in kitchen appliances industry.

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Komşufırın

Komşufırın is a leading Turkish bakery chain who succeeded the unique harmony of the traditional bakery concept with modern production techniques.

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Reis Makina

Operating as the distributor of Makita and Dolmar, Reis Makina is one of the world’s biggest electric home appliances supplier in the machinery industry.

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Desa

Established in early 1970’s, Desa has become a major player in the Turkish leather goods industry.

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Ekol

Having earned the title of «fastest expanding Turkish logistics company in Europe», Ekol currently serves with a storage space of more than 100,000 m2 and a workforce of 1,200 multinational employees.

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More Useful Insights into Customer Service

How Mixed Reality Technology Helps You Improve Your Customer Service Management

Learn about the innovative itelligence service scenario, combining mixed reality with the SAP Cloud Platform – for optimized service and maintenance processes.

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Speak to Us Today

Have you got questions about customer service? Would you like more detailed advice from our experts?

Simply contact us and we will be glad to help you.


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