Leading service organizations are increasingly seeking to involve their customers in the service process. Doing so can improve customer experience and satisfaction by providing greater visibility into how service is being performed, and a greater role in initiating or even performing service. In turn, end customers can improve the quality and completeness of asset data, contributing to productivity and equipment uptime for service providers.
While customer web-based portals can play a role in increasing customer engagement, they typically fall short in meeting those customers’ expectations in terms of usability and functionality. Nor are they designed to leverage customers in addressing the challenge of ensuring complete and accurate data for their assets. The need for a mobile app that is both customer-friendly and asset-centric is why we have developed ServiceMax Engage.
ServiceMax Engage is more than a service request app. It also gives end customers access to the same asset service data as field technicians. Utilizing the asset insights of equipment owners and operators adds to the “asset data gravity” that is central to effective service execution. More complete and accurate equipment information leads to higher asset uptime, benefiting the service organization and customer alike.
End Customer Benefits
- Deeper Involvement with Service Process
- Self-Service through Remote Support
- Mobile Access to Real-Time Asset Information
- Enhanced Customer Experience & Satisfaction
- Improved Asset Data Accuracy & Visibility
- Increased Technician Productivity
- Improved Contract Performance
- Increased Service Revenue