McLean, VA- ServicePower Inc., a market leader in field service management solutions, has today released a new Customer Experience service solution that combines its patented Artificial Intelligence engine with its new Gantt, maps, dashboards, improved technician mobile enablement features, and a new integrated registration, diagnostic, self-scheduling and point-of-sale enabled Customer Portal.
This integrated solution is new to the industry, being the first solution to help field service organizations drive a faster, smarter end-customer experience, while also improving the effectiveness of field technicians and operations teams.
“Customer experience is key. This product release uses the latest in artificial intelligence, real-time engagement and mobility tools to deliver a better, and more digitized experience,” said Marne Martin, CEO of ServicePower. “Customers and technicians care about great service, which ServicePower now can deliver it in a differentiated way. Our suite of solutions eliminate many of the frustrations customers experience when requesting installations, maintenance or service.”
ServicePower drives faster service for the end customer. The Customer Experience release empowers end-customer users to instantly book appointments through an integrated self-service portal, on any device, utilizing the patented AI technology. Relying on ServicePower to seamlessly book employed and credentialed contracted field technicians using its smart brokering technology, field service organizations can delight customers with faster response times and a consistent, branded service experience, while providing greater call center efficiencies at the same time. The new release also improves visibility for customers through real-time job status notifications and technician location information, enables customers to upload diagnostic and triage information, and engage with their technician as a trusted advisor. Customers gain improved control over their own experience, uploading and viewing job related information and configuring notifications from the platform.
ServicePower drives a smarter service experience for the mobile field technician. With the Customer Experience release the field service team gains a market leading set of capabilities, enabling predictive maintenance, higher repair success rates, and delivery of a more personalized service experience to end-customers. Technicians have access to a more complete customer data set, including all relevant job, customer, asset and part information to deliver higher first time fix rates, while being able to push data downstream, improving manufacturing and long-term product viability for customers. Extensive product catalogs and pricing capabilities enable technicians to deliver parts, accessories and service offers in person, adding value to each customer interaction.
ServicePower drives a unified experience for service operations. The Customer Experience release enables field service operators to streamline field service operations, from entitlement and claims management to scheduling, labor and parts forecasting, reporting and analytics. ServicePower’s modern interfaces and patented AI-scheduling algorithm improves customer processes such as appointment booking, with employed or contracted field personnel, while driving productivity up and costs down. Responsive, collaborative dashboards improve visibility of operations, driving improvements for both the customer and the technician.
Marne Martin, CEO, ServicePower said “This latest Fall 2017 product release is all about changing the service paradigm to incorporate the latest in AI technology, digitization, and a great user experience to empower the technician to deliver great service and the end-customer to manage their own engagement with service organizations, when and where they want, with clear visibility of technicians’ visits, so they know what’s going on. Technicians enjoy providing faster, smarter service, so they can delight the customer and provide more value. Our focus is about streamlining operations on a unified platform to provide a better experience for all, continuing to innovate with new features targeted across the entire service ecosystem.”
Join ServicePower as we discuss the Customer Experience release on Thursday, November 9, or Monday, November 13, 2017. Click here for more information.
ServicePower is an integrated field service management solution focused on helping companies deliver an exceptional customer experience at the lowest cost. Trusted by field service organizations around the world such as GE Appliances, ADT, Johnson Controls, John Lewis Partnership, Electrolux, Mitsubishi, LG, BSH and AIG Warranty, ServicePower is the only workforce management solution enabling organizations to efficiently manage both captive and 3rd party service providers. Our digital technology enables improved customer satisfaction, reduces costs and generates new revenue streams.
ServicePower also offers a fully managed network of 3rd party service providers to enable rapid and on-demand servicing at peak times and in hard-to-reach locations across North America and Europe.
For more, visit www.servicepower.com
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