Create new revenue potential through optimized service processes

Outstanding service through effective complaint and ticket management, transparent spare parts ordering for your customers, predictive maintenance through IoT scenarios and, last but not least, user-friendly, mobile solutions that support your service technicians in maintenance and order processing.

For you as a service manager, the control of the life-cycle management of your customers and the efficient scheduling of your teams is a top priority. We help you to inspire your customers with a personalized and forward-looking service across all company channels and to fully exploit the potential of your internal processes.

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How to make your customer service a success

Efficient scheduling of technicians

Quickly schedule the work assignments of your service employees and benefit from the 360° view of the customer and his machines in use. Thanks to complete SAP integration, all people involved in the process have access to one database to. This not only increases the transparency within the company, but also speed up all subsequent work steps.

Central fault message management

Rely on a central message management system that can be used to report incidents quickly and easily. Offer your customers a wide variety of channels to report fault messages (e.g. customer portal, telephone, e-mail, chat) or to have them reported automatically (e.g. through the integration and evaluation of machine data).

Mobile customer service (Field Service Management)

Provide your service technician with all the necessary information about the customer, even when you’re on the move, e.g. Checklists and instructions. In this way, you not only inspire your customers with a fast and targeted service call, but also increase the productivity of your service technicians at the same time. Thanks to the mobile feedback of service reports with materials/spare parts, times and digital signatures, you also save further work steps in the back office.

Customer service portals B2B

Increase your efficiency and customer satisfaction by using customer portals in service. Give your customers access to the relevant information, such as orders, invoices, service messages, and thus create transparency in your processes. An integrated spare parts shop also offers your customers the opportunity to order spare parts in just a few clicks. With additional highlights, such as operating instructions, assembly videos or the integration of exploded views, you can take your customer experience to a whole new level.

E-Book: 5 Success Building Blocks for Digital Customer Service

In the e-book, we have compiled the most important fields of action that lead to the digitization of your service management. We show you potentials on how you too can transform your customer service into a revenue driver. Digital technologies play a key role here: they increase process efficiency so that the customer, service technicians, and ultimately the company itself achieve the best possible results.

EBook Service

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Illig Maschinenbau 💚 itmX

“We speak the same language with the consultants – we understand each other and the cooperation works very, very well!”

Ekrem Sentürk, Illig Maschinenbau GmbH & Co. KG

How to inspire with first-class service processes

  • Clear customer and contact management

  • Transparent master data management
  • Efficient maintenance planning
  • Central fault message management

  • Intuitive complaint management

  • Efficient scheduling of technicians
  • Optimized assembly process
  • Mobile customer service on site (Field Service Management)

  • modern self-service portal for customers

  • Easy ordering process for spare parts

  • Quick quotation generation
  • Simple order creation with material items, bills of material, pricing, availability check,…
  • Central contract management

  • Integrated document management incl. central templates and versioning

  • Preventive service based on machine data (IoT integration)

  • Meaningful reporting to present the relevant service KPIs

You would like to experience the itmX solutions live?

Experience our solution live at your workplace. We would be happy to work with you to conduct an online presentation tailored to your individual needs.

You can find out more about CRM and service in our following blog articles:

 

Learn in minutes how to delight your customers with an excellent service experience.

Screenshot Service produktseite

These solutions support your service processes

itmX service

With itmX service, you can establish a streamlined, smooth process from notification acceptance and quotation to order processing with subsequent invoicing. Thanks to the complete integration into your SAP system, all the necessary data is also available to your service technicians on the go.

Learn more about itmX service
itmX service portal

With itmX service portal, you give your customers direct access to the data that is relevant to them through a customer service portal (B2B). In addition to placing orders independently, your customers can also view their own machines or invoices and create service messages independently.

Learn more about itmX customer portals

Interested?

Do you have any questions or would you like a consultation?

Feel free to contact us. We look forward to hearing from you.

Dagmar Cölln
Dagmar CöllnSenior Sales
sales@itmx.de
+49 7231 96825 10
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