United VARs Catalogue

Service agents or major clients of a company may encounter issues while using products or services, which need to be communicated to the company through channels such as phone calls or emails.

When enterprise adopts a service management system, it can effectively manage the internal transmission and handling of service-related tasks. However, communication of service information between enterprise and its customers still relies on methods such as phone calls or emails. This interplay of information between the internal and external spheres often suffers from issues such as delays, inaccuracies, and fragmented exchanges.

Service Management Portal, which is integrated with SAP Customer Experience, is a portal system that an enterprise opens for its service agents or major clients for online submission, assignment and feedback of service ticket information.

With this solution, external customers can self-submit and query service information. This effectively bridges the gap between external customer information and the internal service management processes, providing both internal and external users with an efficient, accurate, and standardized communication channel for service information.

The integrated service portal allows external customers to independently access and provide relevant information, reducing reliance on phone calls or emails. This streamlines the service request process and ensures that the information flows seamlessly into the internal systems for prompt handling. It enhances communication, improves response times, and fosters a higher level of customer satisfaction.

• Directly through the service management portal, can self-create service requests online at any time without waiting for customer service staff to be available, and can record and create work orders in a timely manner at the first sign of a problem;
• According to the preset template, standardize the filling of complete ticket information, so as to accurately and effectively respond to the problem and facilitate subsequent judgment and processing, which improves the accuracy of service;
• Through system integration, interaction of internal and external information is smoother and information tracking, aggregating and analyzing is faster and more efficient than before;
• Submitting a service ticket through a unified way, the system follows up to process according to the preset steps and processing flow, so as to conduct business according to the standardized process.