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RyanJones
Product and Topic Expert
Product and Topic Expert
789
In this blog, I will discuss how to increase customer satisfaction and simplify touchpoints using the Customer Self-service Portal within SAP Field Service Management. Specifically, we will see how the Self-service Portal helps (a) assist in faster issue resolution via the ability to link to knowledge bases, FAQs, troubleshooting guides, etc. (b) increase customer satisfaction by providing greater control over their interactions with service providers and transparency in the service process, and (c) increase first time fix rates by providing all of the accurate information in service requests, therby eliminating the need for multiple visits.

These blogs/videos reflect the updated features we have published on the Field Service Management website. See the existing blog series below:

Simplifying the integrated customer experience


Exceptional customer experience is at the heart of Service Management solutions from SAP. Customers expect the ability to engage on their terms, whether it is via more traditional channels like phone or email, or the increasingly popular options of customer portals, chatbots, and even IoT-enabled service. Service Management solutions from SAP provide a platform for comprehensive customer service, from the initial engagement to the final service execution.

 


Service Management solutions from SAP


While there are many channels to foster customer interaction, today’s blog will focus on the functionality of the Customer Self-service Portal, a native module within SAP Field Service Management. Designed to bridge the gap seamlessly between field service organizations and their customers, the Customer Self-service Portal simplifies the way companies deliver support, information, and interaction. Before I dive into some of the key features, I encourage you to watch the demo video embedded below:



Customer Portal – The Customer Hub for Service

The Customer Self-service Portal is a central hub to access equipment information, review service history, access documentation or troubleshooting guides, and request service. The portal centralizes service requests in a single location, reducing the need for back-and-forth emails or phone calls. This minimizes miscommunications and ensures that all parties are on the same page.


Customer Self-service Portal - Home Page



Customer Self-service Portal - Equipment View


Service Request and Chatbots

Within the Self-service Portal, two key functionalities are moment sets and self-service chatbots. Configurable moment sets bring advanced automation, personalization, and responsiveness to the forefront of customer interactions. They offer guided assistance for customers, ensuring that all the necessary information is submitted during a service request, while expediting the service request process by prompting customers for relevant information and offering self-service resolutions upfront. For example, perhaps you want the customer to first describe the problem, then prompt them to view a FAQ page or troubleshooting guide, call the inbound service center, then if the issue cannot be resolved, request a service appointment. When booking an appointment, customers can select their preferred date/time based on the available time slots, and AI-based scheduling can assign the correct technician to the job. QR codes also serve as an interface between the equipment and self-service portal, where customers can scan a QR code from their mobile device which links to the equipment record. Upon scanning, the application displays the available moment set options available via an interactive chatbot.

 


Moment Set Configuration


 


Self-service Chatbot


Service updates and feedback:

After a service appointment has been booked, the portal offers real-time updates on the status of service requests, appointments, and ongoing work. Customers can stay informed about the progress of their requests and the status (i.e., open, planned, travelling (including ETA), working, and finished) without the need to make constant inquiries. Furthermore, from within SAP Field Service Management configuration settings, users can define the workflow assignments that correspond with an external status that is visible by the customers. Once the work is completed, customers can see the service checkout report directly within the portal, which contains a comprehensive summary of the service performed. As a last step, customers also have the opportunity to provide any feedback on the service.


Service Updates


Conclusion:

The SAP Field Service Management Customer Self-service Portal is a dynamic platform that empowers both customers and businesses by providing a wide range of functionalities aimed at enhancing the field service experience. Key functionality such as requesting services and appointments, real-time status tracking, access to key information such as manuals or troubleshooting guides, and providing feedback empowers customers to take charge of their service needs while helping businesses improve their service efficiency, increase first time fix rates, and deliver service precision.

Thoughts or questions? Feel free to share any feedback in a comment. For related posts and more information, please join our SAP Field Service Management Community page as well as our SAP S/4HANA Cloud for Asset Management pages/communities and Customer Self-Service page. For more information, please also check out our SAP Field Service Management Website.
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