Services organizations are under tremendous pressure to reduce the cost of service delivery and improve customer satisfaction. The key to accomplishing these goals is getting the right information—such as datasheets, repair manuals, and customer warranty status—to the right people at the right time. Technicians in the field need fast, easy access to the most up-to-date materials on a variety of communication devices. Services organizations must find a way to make it all happen
solutions help service organizations:
• Simplify the delivery of case-sensitive information from multiple systems to CSRs so they can troubleshoot service calls more quickly
• Improve the quality of information at dispatch’s fingertips so that the most qualified technician can be assigned to a case, optimizing field service allocation
• Improve the quality of maintenance and repair services by providing technicians with accurate, up-to-date information
• Manage and control sensitive information by specifying who can access, modify, print, and forward product specifications and other sensitive information
• Integrate field service management processes with enterprise back-end systems
• Simplify the management of customer service history
solutions help make service delivery more efficient
Service delivery faster and more accurate by automating and controlling the processes on which services organizations rely. Service employees can view critical, up-to-date information from multiple back-end systems—such as customer warranty status, service repair history, and field service manuals—anywhere, at any time, on devices including laptops, PDAs, and tablet PCs. All they need is Adobe® Reader® software. In addition, service technicians can view 3D part information at the customer site to help quickly identify and resolve mechanical issues.
Automate the capture and update of customer information:
During and after the service call, technicians can easily capture and input service history and product repair information. Intelligent Adobe PDF forms use XML to update back-end systems so technicians can quickly and easily send updated customer information back to enterprise systems. This automatic update process can kick off the ordering of replacement parts, processing, and invoicing. Faster, higher quality service translates into satisfied customers, and greater service delivery efficiency helps organizations increase the profitability of their services.
Control and manage sensitive and confidential information
Organizations can protect confidential documents and control access and use, even when documents are outside the firewall or offline. Manufacturers can comfortably include rich
3D design data in PDF files, knowing that the most current repair information is at hand and information is more secure. In addition, digital signatures and encryption capabilities enable more secure process automation so technicians can spend more time fixing problems and less time filling out paperwork. Organizations can also include paper in electronic processes when necessary: A 2D barcode captures data for easy scanning and integration with back-end systems.
Satisfy customers and boost profitability
Successful services organizations depend on getting the right information to the right people at the right time. Adobe enables organizations to accomplish this goal by integrating the people, processes, and information involved in field service delivery. The result is easy-to-manage electronic processes that make service delivery faster and more effective—leading to more satisfied customers and greater profitability.
Adobe Systems