Manufacturing business scenarios are changing faster than ever before. To respond effectively and efficiently to these changes, organizations must ensure equitable allocation of resources to customer in order to enhance after sales services experience.
Customer experience being one of the most important target metrics for growth of manufacturing business directly impacts brand image and customer retention.
Infosys Customer Services 360 for Manufacturing, part of Infosys Cobalt and listed on ServiceNow app store, transforms the customer service experience with digital interventions in after sales manufacturing services. Focused on empowering service technicians and contact center executives with the right information, technical help and the appropriate digital tools, the solution is designed to provide more efficient, agile and quicker customer service.
Customer Services 360 Features
Single View of Customer
Remote diagnosis
Dynamic Scheduling
Service Cost Estimate
Technician Collaboration
Expense and claims management
Cognitive knowledge Management
Automated case creation through IoT
Leverage case auto generation capability where the system will detect the error code and auto-generate the case using e-bonding. Ticket will be directly assigned to the respective service technician, reducing response time.
Empower customer executives with a single view of the product and customer information via a work order that fetches information about service history and warranty entitlements. The technician can now view remote diagnosis data and knowledge articles relevant to the problem. Knowledge articles relevant to the problem are fetched with the help of AI to guide the technician to resolve the issue faster.
A work order includes warranty entitlement details and details of the issue with the equipment. Based on the understanding of the problem statement, the field technician can generate service cost estimate of labor and parts and share it with the customer before beginning field work.
Dynamic scheduling allows auto-assignment based on technician skills, availability, and proximity to the location. This is a faster and more accurate way of assigning service orders to technicians.
