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Servigistics, a provider of software for strategic service management, has added a Service Knowledge Management offering to its range of products. According to the vendor, the new service leads to easier access to problems and solutions involving product repair. Manufacturers' service units can improve first-time fix rates, avoid unnecessary dispatches and enable customer self-service. End-users, field technicians and call-center personnel can identify solutions to complex service problems. The software uses advanced case-based reasoning to compare each new customer problem with existing cases in the database, then matches them with the likeliest resolution. Technicians receive information that is critical to achieving first-call resolution, Servigistics said. The case database can be continuously updated via a submit-and-publish workflow in a Web-based architecture.
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