Mobile diagnosis on site

Customer service processes can often be described as time-consuming and paper-heavy. Usually, these begin with the notification of damage to customer service.

This is followed by the assignment of a field service employee and the transmission of customer order, customer as well as device information - often in paper form and with media disruptions.

The assignment of field service employees to the customer order is usually made on the basis of fixed territorial divisions. On site, the service employee often lacks the specific information required for the respective repair case.

Additional waiting times or even taking the customer's device to the workshop, including the provision of a replacement device, can be the result.

The necessary repair log is usually created in paper form and transmitted to the head office at a later date for entry into the SAP system.

These and similar procedures are inefficient, mostly error-prone and non-transparent.

Mobile solutions improve processes

This can be remedied by a mobile application that supports customer service field staff.

With such mobile applications, the flow of a customer order changes significantly: A customer reports the damage of a device to the customer service department at headquarters. The office service employee has the option of using the mobile application to query the locations of service employees, notify a service employee who is in the vicinity of the customer, and dispatch the employee to the customer.

Already on his way, the sales representative has the possibility to obtain all relevant information from the database of his company, such as customer order, address, contact info, notes, device information, history, manuals and operating instructions.

On-site, the mobile application can be used to search the database for useful repair information, plans, recommendations, instructions or similar documented repair cases based on the initial diagnostic information.

The service employee can then enter the repair log electronically and attach a wide variety of media - such as a photo log.

This is then transferred to the company's SAP system so that it is visible to the office staff and other process participants and can be further processed in the SAP system.

XXIS is such a mobile application. By using modern web technologies (e.g. SAPUI5, HTML5), access to the application is independent of the mobile device and operation is user-friendly.

Based on the experience of apps, the handling and function structure are designed to be simple and comprehensible. The fast in-memory platform Hana in the background, paired with the latest front-end technology, enables the user to provide simple and fast on-site customer service.

The way the data is prepared and presented means that the information is quickly comprehensible. In summary, this mobile and integrated solution approach creates more efficiency, transparency and user-friendliness in the customer service processes and increases customer satisfaction in the process.