Customer Relationship: Potential for Growth

Service Lifecycle Management supports service organisations with relevant knowledge and industrialises information processes in customer services. As a central application in contact center, support and field service, service lifecycle management includes all necessary functions for supplying service staff with all the necessary information.

Challenges for customer services

Using efficient tools and solution finding methods: Efficient methods and suitable IT support have to result in an ideal and automated solution finding process – even though it requires far more time and effort than the process of taking and managing a query.

Closing the skills gap: The ever widening gap between the demands placed on service staff and their actual skills needs to be closed.

Connecting fragmented information: In larger organisations information is often stored in single applications or even in separate business units and therefore universal access to interconnected information has to be provided to service staff.

More service with knowledge-based information logistics

The solution to these problems is called Information Logistics. This approach applies the principles from traditional logistics and automation of production processes in manufacturing industries to the information processes in contact center, call center support and field service. Today’s mostly manual procedures in customer services are automated and thereby lastingly improved. The continuous use of your business information ensures that all service lifecycle phases work together smoothly on a knowledge level.

Summary: Introduce the industrialisation effects to your service organisation. Just as in an assembly line the commoditiy “know-how” is distributed to all channels automatically. Your customer experiences a high problem solving quality while you are able to reduce costs at the same time.

The solution