Customer service turned into business opportunity

Merely selling a product is not enough in your business. In the long term, a company will only remain successful if customers return to it – and that is where service quality becomes crucial. You will need to be able to answer questions promptly and correct defects without delay in order to retain customers and secure tomorrow’s business. However, good customer service can be costly – unless it is managed under tight control and with great efficiency.

With the itmX service solution, you will establish a slim, frictionless process, from notification receipt to quoting to order processing, including subsequent billing. Thanks to the direct integration with your SAP system, service engineers will always have access to all the latest relevant data, allowing them to fulfil the orders faster – to your customers’ full satisfaction.

Quick test: How well are you equipped where customer service is concerned?

  • Are complaints or repair requests slowing down your day-to-day business?

  • Is your resource allocation not as systematic and efficient as you would like it to be?

  • Is customer data distributed across several systems, do your employees have to enter data repeatedly, and are documents difficult to find just when they need them most?

  • Do you find it difficult to assess your HR utilization or order profitability?

If you answered even one of these questions in the affirmative, you should definitely take a closer look at itmservice. And turn your customer service into a genuine competitive advantage.

Good service management to boost customer satisfaction

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Business benefits from itmX service at a glance

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Overview of itmX service modules

Gain an instant overview of availabilities and relevant orders and use the information to optimize the route planning for the required service visits. Automatic workflows will help you to process customer tickets across departments as effectively as possible. And thanks to the integration of itmservice with Microsoft Outlook and Lotus Notes, your engineers’ calendars can be synchronized directly with the dispatch data from the planning table.
Personal data can be maintained for every customer in the integrated address and contact management of itmservice. Those records will be fully integrated with your existing SAP systems. That means that when you edit a record, the updated information will be available everywhere immediately, without requiring repeat entries.
itmservice provides you with all the relevant information regarding every interaction or operation and all customer equipment in one place. Documents such as drawings and assembly instructions are also available outside the office. Before going on site, your service engineer can look up the complete history and will therefore be able to respond immediately and with the right spare parts. To this end, customer-specific dispatch data is entered as soon as the service ticket is created and copied into the service order from there.
Your service engineers will always carry all the important information relating to their orders with them on their mobile devices – including the equipment lists and the order history for each customer. Electronic service reports can be approved by the customer on site with an e-signature. Particularly practical: the intuitive app can also be used offline.
Integrated dashboards provide information relevant to each service visit at a glance. This enables you to recognize weak points in the process and perform more effective dispatch planning.


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Dagmar Cölln
Dagmar CöllnSenior Sales
+49 7231 96825 10