Servigistics Expands Strategic Service Management Solution with Service Knowledge Management
New Solution Significantly Reduces Service Operating Costs While Improving Service Productivity, Profit Margins and Customer Loyalty
Service Knowledge Management is designed to accelerate the resolution of service calls by enabling end-users, field technicians and call center personnel to easily identify solutions to complex service problems. The solution uses advanced case-based reasoning to enable real-time comparison of each new customer problem with existing cases in the database, and then matches them with the most likely resolution. Service Knowledge Management reduces the number of technician dispatches and, when a technician must be dispatched, provides information that is critical to achieving a first-call resolution.
The system allows the case database to be continuously enriched with a simple submit-and-publish workflow in a Web-based architecture that ensures rapid deployment. Finally, while the service request may be complex, the solution’s combination of search modes, capabilities, problem-related photographs and sounds can guide non-experts to the right solution.
Learn MoreService has turned strategic
This is driving companies around the world to reexamine their often sub-optimized service businesses in search of creative ways to harvest more profits while efficiently delivering on their customer commitments.
Leading companies increasingly understand that these objectives can only be achieved through a Strategic Service Management solution — one that enables the integration, optimization and efficient management of their core service business processes. These include: service resource planning, customer commitment management, service partner management and service pricing management.
Read More
