Customer and Partner Portals
Web-based technology has changed the expectations of customers and enhanced the ability to collaborate with partners.
Customers want to log issues and view their information online. Your partners need detailed information about your customers to serve them well, and you need visibility into each partners’ operations to ensure they are servicing your customers well. The ServiceMax Customer and Partner Portals give you both.
The collaborative web ecosystem has transformed the role of customers from being passive recipients of service to those expecting better empowerment and transparency on each and every interaction. ServiceMax’s Customer portal allows your company to leverage the cloud to empower customers. The customer portal offers self-service capabilities to your customers so you can minimize operational cost while offering choice of interaction to your customers at the same time.
- Empower Customers
By offering self-service capabilities to your customers and by putting them on the driving seat, you can empower your customers thereby achieving higher customer satisfaction. - Offer Transparency and Accountability
By providing customers direct visibility to relevant work-orders, case details, service history (based on predefined visibility rules), you can demonstrate your business’s transparency and accountability thereby increasing their loyalty. - Target your up-sell and cross-sell messages
By providing a unique portal to each and every customer, you can efficiently tailor and target your up-sell and cross-sell messages based on customers’ stated interests and derived preferences from past transactions and profile.
- Let customers to create their own service requests and work orders based on their time availability.
- Give customers views of their work orders including case details and appointment windows.
- Provide customers a view of current installed products and the associated entitlements.
- Give customers access to view solutions and workarounds applicable to their installed products.
Customer Portal
Communicating and collaborating with Service Partners is a core, yet challenging aspect of many service organizations. Without a real-time online system, work orders and parts fall through the cracks. ServiceMax’s Partner Portal allows you to leverage the cloud to better inform and collaborate with your partners. Leverage your service partners to serve your customers better.
- Manage and Monitor Service Partners
Your service partners represent you, and you need to ensure that they are handling your customer requests the way you would. Track the cases and work orders you’ve assigned them, and ensure full accountability for forward and backward parts logistics with partners. - Retain Service Partners
By collaborating better and easing the interactions, you can reduce channel partner conflicts thereby not only retaining a happy service partner but also achieving higher customer satisfaction. - Scale up or down your Service Partner business instantaneously
By managing multiple partner programs under the same operational system and proven/scalable platform, you can scale up or scale down your service partners across currencies/languages and continents on demand instantaneously. - Empower Partners
By offering self-service capabilities on field service operation to your partners and by putting them on the driving seat, you can empower and your partners thereby achieving higher customer satisfaction. - Offer Transparency and Accountability
By allowing your partners to have visibility to the relevant work-orders, case details, service history, and other pertinent information (based on predefined visibility rules), you can demonstrate your business’s transparency and accountability thereby increasing their loyalty towards you.
- Define and setup service partner resources and availability
- Dispatch work-orders directly to service partners online
- Track all partner activities, including work orders and parts requests and returns
- Report on success metrics for partners’ work
- Allow partner teams to view work orders and inventories, request parts, create time and material details and complete the field work
- Give partners real-time insight into the state of their operations and success metrics
Customer or Partner Portal snapshot
