Infosys Customer Services 360 for Manufacturing

Q: Equipment connected with IoT device shows some signs of degraded performance before it fails. Quick action from service team is required to minimize the downtime.

Leverage case auto generation capability where the system will detect the error code and auto-generate the case using e-bonding. Ticket will be directly assigned to the respective service technician, reducing response time.

Q: The service technician needs to inform the customer about the cost and time estimate before repair. Creating an accurate estimate of cost and time is challenging for the technician.

A work order includes warranty entitlement details and details of the issue with the equipment. Based on the understanding of the problem statement, the field technician can generate service cost estimate of labor and parts and share it with the customer before beginning field work.

Q: Assigning service order to the right technician is challenging for the customer service executive. Higher volume of customer complaints makes the issue more complicated.

Dynamic scheduling allows auto-assignment based on technician skills, availability, and proximity to the location. This is a faster and more accurate way of assigning service orders to technicians.

Overview

Manufacturing business scenarios are changing faster than ever before. To respond effectively and efficiently to these changes, organizations must ensure equitable allocation of resources to customer in order to enhance after sales services experience.

Customer experience being one of the most important target metrics for growth of manufacturing business directly impacts brand image and customer retention.

Infosys Customer Services 360 for Manufacturing, part of Infosys Cobalt and listed on ServiceNow app store, transforms the customer service experience with digital interventions in after sales manufacturing services. Focused on empowering service technicians and contact center executives with the right information, technical help and the appropriate digital tools, the solution is designed to provide more efficient, agile and quicker customer service.

Transforming after sales services with a focus on empowering contact center executives and field technicians with technology to improve their productivity.

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Customer Services 360 Features

Single View of Customer

Remote diagnosis

Dynamic Scheduling

Service Cost Estimate

Technician Collaboration

Expense and claims management

Cognitive knowledge Management

Automated case creation through IoT

Challenges & Solutions

Equipment connected with IoT device shows some signs of degraded performance before it fails. Quick action from service team is required to minimize the downtime.

Leverage case auto generation capability where the system will detect the error code and auto-generate the case using e-bonding. Ticket will be directly assigned to the respective service technician, reducing response time.

The service technician lacks knowledge about product, customer, usage profile, service history and error codes. This leads to the technician needing multiple visits to resolve the issue.

Empower customer executives with a single view of the product and customer information via a work order that fetches information about service history and warranty entitlements. The technician can now view remote diagnosis data and knowledge articles relevant to the problem. Knowledge articles relevant to the problem are fetched with the help of AI to guide the technician to resolve the issue faster.

The service technician needs to inform the customer about the cost and time estimate before repair. Creating an accurate estimate of cost and time is challenging for the technician.

A work order includes warranty entitlement details and details of the issue with the equipment. Based on the understanding of the problem statement, the field technician can generate service cost estimate of labor and parts and share it with the customer before beginning field work.

Assigning service order to the right technician is challenging for the customer service executive. Higher volume of customer complaints makes the issue more complicated.

Dynamic scheduling allows auto-assignment based on technician skills, availability, and proximity to the location. This is a faster and more accurate way of assigning service orders to technicians.