Increasing customer experience is important for customer loyalty. In today's online economy, your technician is often the only person your customer has contact with, which strongly impacts your branding. Excelling in customer experience, on one hand, ensures high customer satisfaction, but, on the other hand, when the customer experiences a service negatively, switching to a competitor becomes a reality. Ideo helps you to exceed customer expectations with the right IT tooling.
Customer experience is high on the agenda of every company because it is a distinctive differentiator in the market. It’s important to increase the Customer Life Cycle Value or CLV. Customers expect an increasingly higher service level from organisations. But what exactly should you do?
Customers assume that they can contact your company 24/7. They want to do this via all new means of communication and in all possible places. They also expect consistent service across those different channels.
If the customer cannot be helped online, he or she expects to be involved in setting a service appointment. The customer wants to have a choice about when someone comes by so that they can also be at home. They also want the technician to solve the problem in one go without having to come back. Nothing is more annoying than staying home all day for a technician only to discover he/she does not have the right tools or materials available to solve the problem in one go.
The aforementioned issues place high demands on your service team. The technician with the right skills, with the right spare part, and at the nearest location should be sent to the customer. In a world where technically trained people are already scarce, this is quite a challenge. The planner must be able to schedule the technicians efficiently via the digital planning board. In addition, the technician must have access to the correct customer information via a mobile device.
Since 1998, Ideo has focused on service management. We are able to put your objectives regarding customer experience and motivated technicians into action. Ideo has a history in this field that goes back to the emergence of mobile solutions and digital planning boards. We are also at the forefront of the new intelligent solutions that SAP Service Cloud and SAP Field Service Management offer.
The combination of understanding service management, from both a business and SAP IT perspective, makes Ideo unique in the market. And this gives you the advantage of achieving rapid success with limited financial risk.
The customer is king. Ideo ensures that you get the most out of customer contact moments and that positive experiences in the customer journey are increased. The ultimate effect is an improvement of the Customer Lifetime Value.More info
Some problems require a service technician to go to the customer. Ideo can help you to equip the technician in such a way that he/she only has to visit once and that as little time as possible is spent with the customer. The goal is to increase your first-time-fix rate.More info
The backbone of the service process is the order. Ideo stands for a seamlessly integrated order process from an ERP perspective. The advantage is that this helps solve the customer’s problem as effectively as possible.More info
For the efficient deployment of service technicians, skills and availability must be properly distributed across the work to be performed, while travel time should also be minimised. Ideo therefore recommends the use of planning tools. This way, planning is simple and the right service technicians are optimally deployed.More info
The administrative burden for the service technician must be as low as possible, and at the same time, the customer’s problem must be resolved quickly. That’s why Ideo considers a mobile device a "must-have" for every technician. This means they have access to the correct customer information wherever they go.More info
To further distinguish yourself within service management, we advise you to take a step towards becoming an intelligent company. Because business models are changing faster than ever, waiting is not an option.More info
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“The worldwide introduction of a new mobile application requires project employees to have exceptional communicative skills during the preparation and execution. In this project Ideo set up a Proof of Concept, PoC in short.”