16.05.2022
news
SAP Sales & Service Clouds 2205 Release …
SAP Sales & Service Clouds 2205 Release (May 2022) is here. Let’s see what SAP has to offer this time around! Before…
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#customer service #self service #maintenance #field service #SAP Field Service Management #SAP Service Cloud #IoT #IIoT
At its worst, customer service and maintenance is slow and unbelievably frustrating. “You are number 93 in our queue.” “Our chat is closed.” “A service technician might call you in 2 weeks.” They don’t.
At its best, customer service is multi-channel and seamless:
We have experience of all stages of the customer journey. We know how to design and implement services that enhance the customer experience, brighten your brand, and enable your employees to do their jobs in the best possible way.
Did the service representative come with the wrong spare parts? Something you forgot to do during the service visit? Surprising hardware failures that mess up the schedule? Familiar problems for companies whose field service and maintenance employs more than a single-digit number of technicians.
Modern field service systems help guide the work of technicians, track visits, and take the information generated from them smoothly all the way to invoicing.
With proactive maintenance, technicians’ input can be directed to where it is most beneficial. In this way, problems can be addressed even before shutdown, and the utilization rate of the equipment can be maximized.
The SAP Field Service Management implementation includes functionalities required for field maintenance, such as:
When your goal is to serve your customers through multiple channels – call center, email, chat, portal, social media, etc. – your customer service team needs the right tools.
The customer experience becomes more unified when customer service operates on the same platform as sales. For example, the seller knows what issues the customer has been in contact about and what cases are open. For the customer, this is reflected in easy and smooth service.
In addition, customer service’s own work becomes easier, more efficient and measurable when contacts are managed centrally and not in several separate channels.
We have solid experience in e.g. the following systems:
The words of one of the newly introduced users are the best proof of how efficient these systems are: “Incredible, you can see everything in here”. One of the aims of introducing C/4HANA at Śnieżka was to improve the flow of information between the field sales forces and the back office.
Dawid Kozak, Śnieżka
Strong understanding of ERP and CRM. Customer service must have information related to the customer and their transactions in order to be able to serve the customer as well as possible. In field maintenance, on the other hand, the management of device data and databases is central.
Integrations and full stack capabilities. We know how to work well outside the actual systems. We support the solution with eg. AI/ML or analytics expertise as needed.
We are an SAP partner at the Gold Partner level. We invest heavily in SAP expertise and have been the first to implement SAP Field Service Management in Finland.
We have won several awards, including:
With Bilot, you get a designated team that simultaneously implements and manages the project. In our experience, this is a way to be close to you as a customer. Customer satisfaction is indicated by the length of our customer relationships.
16.05.2022
news
SAP Sales & Service Clouds 2205 Release (May 2022) is here. Let’s see what SAP has to offer this time around! Before…
Read more
18.01.2022
blog
CPG producers nowadays are strongly cooperating with retailers and some are also actively developing own sales network (like own point of sales, show…
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blog
Cloud solutions are, or until recently were less trusted by some users. This was oftentimes related with the misunderstanding of mechanisms behind and…
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