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Software promotes quick service call resolutions.
February 26, 2008 -
By facilitating and accelerating access to known product-repair problem/solution sets, Service Knowledge Management helps manufacturers' service organizations improve first time fix rates, avoid unnecessary dispatches, and enable customer self-service. Case-based reasoning enables real-time comparison of each new customer problem with existing cases in continuously enriched database, and then matches them with most likely resolution to resolve service calls in timely manner.
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Servigistics Expands Its Award-Winning Strategic Service Management Suite with the Addition of Service Knowledge Management
New Solution Significantly Reduces Service Operating Costs While Improving Service Productivity, Profit Margins and Customer Loyalty
ATLANTA, Feb. 12 -- Servigistics, the leading strategic service management solution provider, today announced the availability of its Service Knowledge Management solution, which is part of the award-winning Servigistics solution portfolio. The Servigistics Service Knowledge Management Solution provides easier and faster access to known product-repair problem/solution sets and enables 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. 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.
The system allows the case database to be continuously enriched with a simple submit-and-publish workflow in a Web-based architecture that ensures rapid deployment. Finally, while the service request may be complex, the solution's combination of search modes, capabilities, problem-related photographs and sounds can guide non-experts to the right solution.
"The aging workforce is a major driver in the adoption of service knowledge management technology," said Micky Long, Research Director, Aberdeen Group. "More than 76 million baby boomers will be retiring soon, and best-in- class companies need to capture that intellectual capital stored in the minds of service technicians and call center personnel before they walk out the door. Service Knowledge Management technology not only captures that know-how but makes it easily accessible and available for widespread use."
"Dwindling product-based margins are driving manufacturers across industries to invest in service as a new source of profit and customer loyalty," said Gary Brooks, EVP, Marketing and Alliances. "The addition of Service Knowledge Management to our Strategic Service Management Suite allows us to deliver more value to our clients through improved cost productivity and operational effectiveness."
About Servigistics
Servigistics is the leading strategic service management solution provider, offering service parts management, workforce management, pricing management and knowledge solutions that operate together on a single data model to enable companies to transform their global service operations by dramatically increasing profitability, cash flow, and customer loyalty. Servigistics solutions have been deployed and proven globally by a highly referenceable client base of market-leading companies across industries in high technology, aerospace, motor vehicles, telecommunications, medical equipment, consumer durables, and heavy industrial. Servigistics is a privately-held company headquartered in Atlanta, with regional headquarters in the U.K. and Japan and sales and service professionals around the world. Please contact Servigistics at 1.888.942.8623 or +1.770.565.2340, via e-mail at info@servigistics.com, or via the Web at http://www.servigistics.com/ .
CONTACT: Shannon Rentner, Senior Manager, Public Relations of Servigistics, +1-770-565-2340, srentner@servigistics.com
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