ABB Selects Service Management Software From Vertical Solutions, Inc.
Deploys VServiceManagement case management and field service solution; improves resolution time by 40%
Cincinnati, OH — Vertical Solutions, Inc. (VSI) announces that ABB, Ltd. (NYSE: ABB) the global manufacturer of industrial controls, robotics, and automation products, has chosen VServiceManagement™ for its 3,500 service and project engineers and supporting management around the world to deliver post-sales support on more than 3,000 products. VServiceManagement is a cloud-based software solution that helps companies improve service response and resolution times, better manage warranties and entitlements, and increase customer satisfaction. A key metric for ABB Process Automation is the speed with which it resolves any customer issue. "Since our upgrade to VServiceManagement, our resolution times of technical cases have improved by 40 percent," says Bill McGovern, Director of North America Support Services. The Process Automation Division also has seen a six percent lift in its net promoter score.
ABB is composed of five divisions, each with five service components (Service Dispatch, Technical Support, Parts Repair, Training, and Contact Center Helpdesk). VServiceManagement was chosen for its ability to support these service workflows across all divisional, local, and regional business units. "VServiceManagement is transportable across all industries and product groups," says McGovern. "It is versatile and one of the most cost-effective CRM systems available on the market."
ABB's goals for the service management solution were to better allocate and dispatch resources based on customer needs and contracts, move to an HTML5 platform to expand and improve mobile support, and better manage service entitlements such as warranties and SLAs. In addition, it wanted to integrate with Microsoft Office 365, SAP, customer and product master data, and other enterprise solutions.
Features that have helped the company dramatically improve issue resolution include the following:
- Integration: Microsoft Office 365 integration enables ABB to synchronize its support data with its SAP master databases of product and customer information. Telus TC3 CTI integration also enables agents to quickly populate data fields on new service requests. "We can transfer data seamlessly across the account," says McGovern. "The efficiencies we have gained with VServiceManagement allow our developers and architects to do actual development rather than database work."
- Entitlement Management: Cross-divisional data captured on customer service levels, including contract status and warranty entitlements, ensures the right level of support for each customer, especially for global or strategic accounts.
- Automation: Customer Service Representative processes are streamlined from emails, mobility app, CTI, and web requests to VServiceManagement cases that contribute to ABB's 'white collar productivity' initiative.Â
- Tracking: Field engineers' time and expenses, parts order information, and other data are automatically recorded with service case appointments, speeding invoicing and field service case closure.
- Alerts and Status Updates: Sales people can "follow" a corporate account, an individual customer, or a specific product to receive notice of any activity, including new service requests. No more surprises!
- Escalation: ABB can rapidly escalate a service request automatically through tiers when needed, speeding resolution. Sales and service management are alerted automatically based on user preference or business rules, resulting in better internal and customer communications.
- Customer Portal: Customers can go online via desktop or mobile device to view, add, or change data to their service requests.
- Business Process Management (BPM), dispatch scheduling, and time reporting are other features of VServiceManagement being deployed to further enhance case resolution times.
VServiceManagement also has enabled ABB to optimize its service resources of Process Automation and Power Systems: "We didn't have the right people at the right tiers locally and regionally and that created bottlenecks," says McGovern. "Being able to manage volume and desired resolution helped us balance our workforce and improve call resolution."
"We are delighted that VSI's solution has had such a positive impact on ABB's service management as well as on the company's bottom line," says Ron Wegmann, Sr., CEO, Vertical Solutions, Inc. "ABB is as much a partner as it is a customer, and we welcome the chance to help them achieve success."
About Vertical Solutions, Inc. (VSI)
Vertical Solutions, Inc. helps companies manage complex post-sales service environments efficiently, effectively, and profitably. Companies use VSI's solutions to improve service response and resolution times, reduce the costs of delivering service, better manage entitlements, increase revenue, improve the customer experience, and broaden their portfolio of service offerings. VSI develops VContactCenter™ for internal, external, and hybrid contact centers, and VServiceManagement™ for customer support, field service, and mobile environments. These application systems are available as a service or on-premises in a private- or public-cloud environment. VSI's applications are flexible, integrate easily, and complement and extend ERP solutions. VServiceManagement has Certified for Microsoft Dynamics® (CfMD) status, is a Built for NetSuite (BFN) verified solution, and is positioned in Gartner's Magic Quadrant for Field Service Management. VSI is headquartered in Cincinnati, OH, with offices and partners worldwide. For more information, visit www.VertSol.com or call 1-800-466-0238.
