To improve the experience of their customers, service organizations are increasingly seeking to involve them in the service process. They do that by providing greater visibility into how service is being performed, and by giving their end users an active role in initiating and even performing minor repairs on their own. In turn, engaged end customers help improve the quality and completeness of asset data, contributing to productivity and equipment uptime for service providers and manufacturers.
While web-based portals can play an important role in an organization’s omnichannel strategy, they typically fall short in meeting customer expectations in terms of usability and functionality. Nor are portals designed to leverage end users in addressing the challenge of ensuring complete and accurate data for their assets. What’s needed to fill the gap in a mobile-first world is an app that is both user-friendly and asset-centric—or in short: ServiceMax Engage.
In the same way a banking mobile app lets you review your assets and transactions to gain better insight into your finances, Engage allows your customers to be kept informed of service interventions, service history and asset data quality.