Servigistics has introduced what it calls a Service Knowledge Management solution, created to provide easier and faster access to known product-repair problem/solution sets and enable manufacturers' service organizations to dramatically improve first-time fix-rates, avoid unnecessary dispatches and enable customer self-service to increase profitability and enhance customer satisfaction.
Service Knowledge Management is designed to accelerate the resolution of service calls by enabling end users, field technicians and call center personnel to easily identify solutions to complex service problems. Servigistics says the solution uses advanced "case-based reasoning" to enable real-time comparison of each new customer problem with existing cases in the database, and then matches them with the most likely resolution. Service Knowledge Management reduces the number of technician dispatches and, when a technician must be dispatched, provides information that is critical to achieving a first-call resolution.
