The Time for Real-Time Service is Now!
It’s as simple as point, scan, click. Not even ten minutes into my presentation and the problem with my hand pallet truck was detected, reported, and solved with the help of a product expert. My tool? My mobile phone and the SAP Field Service Management app.
This year during the SAP CX Live, visitors got a firsthand experience of how our focus on providing core moments has changed the customer service game and upgraded the customer experience. And although my product presentation was obviously a planned demo of SAP’s Field Service software in action, the reality of what we offer is no different: real-time service and real-time solutions.
The moment I, customer for a day, used my app to lodge a complaint, it was received by the back office. That set the wheels in motion. With a comprehensive overview of the device, its location, and potentially available service technicians, Nadja in the back office immediately forwards my issue to the best person for the job: Paolo!
As soon as Paolo accepts the job, I - the customer - am brought into the loop and can track his arrival in real-time. And just like any with our app equipped service provider, service technician Paolo arrived ready to get the job done. That’s because the SAP Field Service Management mobile app provides online and offline access to all the essentials: customer location, product description, manuals, checklists, and more. Core moments demand core details!
What happens next, however, is what will revolutionize the services industry. The app runs Paolo through a quick safety check to ensure he’s taken the proper precautionary measures before starting. This not only ensures a job well done, but it also guarantees employee and customer safety. With his goggles firmly in place (per the app’s instructions!), he sets to the task at hand.
Within moments, the problem is solved! But just because my issue has successfully been addressed, does not mean that the role of the service technician is finished. That’s because the app is not just about real-time, but also about the future. Thanks to some app hints and recommendations, Paolo checks the truck for other problems. And he finds one — a minor issue involving a leaky cylinder. Since it does not need immediate attention, Paolo saves a note in the app, so the next service technician knows to take a look during the next scheduled maintenance. This type of predictive maintenance will not only prevent a small problem from becoming a big one, but it will also ensure that the next service technician has the right tools to tackle a potential cylinder leak. Solving problems before they happen is definitely a core moment!
Paolo has now saved the day! And tomorrow, too! But he’s still got work to do. The Field Service app determines my cylinder issue might have something to do with my driving skills. So it prompts him to offer me a driver-training session. As soon as I agree, Paolo makes a not in the app. I can soon expect a follow-up call from his back-office team to set up a training session. Upselling at its best!
By the time we’re finished, Paolo has satisfactorily solved my issue, predicted future repairs, and upsold me a new service. He, his company, and I have all had an outstanding service experience. As Paolo walks away, my phone pings. It’s the PDF summary of the service provided as well as my invoice. And right on top: a customer service survey. I give this core moment a thumbs up!