Transforming your customer service into a profit centre.
Most manufacturers maintain worldwide presence through a network of distributors, resellers or dealers or directly with their international customers.
The challenge facing any Customer Service is how to provide real-time, 24/7 responses to requests for information on products or maintenance follow-up for equipment whose downtime is less and less acceptable.
Our Customer Service business solution empowers our clients to improve their customer satisfaction, boost spare parts sales and ramp up team efficiency with one key objective: transforming the after-sales service into a profit centre.
This business solution relies on several components to:
Deploy a 24/7 self-service gateway to easily communicate with your customers, distributors and repair specialists with Visiativ Customer Service Portal: increase control over their machine base, manage warranty procedures, and centralise and track customer requests
Putting your spare parts catalogue online.Make it easy to identify parts based on existing 3D technical documents in the design office and increase order intake with Visiativ Spare Parts Catalogue.
A shared portal that delivers digital continuity, without any data retrieval, between design, purchasing, production and the various players in the product life cycle.
Chief Executive Officer
The challenge: How to share feedback on our machines and pool solutions.
The solution: Visiativ Customer Services
Benefits: We use the portal to analyse our machines, find out which type of machine has the most problems, and then improve our products. All production sites have access to the information centralised on the platform. We can also draw up quotes directly from the portal, for spare parts for instance.
The challenge: Optimising the relationship to improve customer satisfaction.
The solution: Visiativ Industry Customer Service Portal
Benefits: Mecalac has centralised all its services onto a single 24/7 portal that provides access to technical support and an interactive catalogue of the entire product range, for spare parts and documentation.
The challenge: Treat yourself to a 24/7 online multilingual customer service
The solution: Visiativ Customer Service
Benefits: The MarrelTech platform centralises all requests processed in real time and gives direct access to customers, a revolution for better communication and customer satisfaction.
The challenge: Ordering spare parts proactively
The solution:Visiativ Spare Parts Catalogue
Benefits: The MyFarbal portal lets us view technical documentation, manage warranties, complaints, and support requests (commercial, technical, after-sales service, etc.). We also use it to view Farbal machines in 3D so that you can target the spare parts we need and get a suitable price quote.
Information Systems Manager
Make customer satisfaction your priority with the Customer Service Club!
Customer service is a pillar of your business: with the Customer Service community, enhance your customer service and deliver the best possible experience by developing your service offer.
The Customer Service business solution is one of the 10 business solutions in the Visiativ Innovation Platform. The Visiativ Innovation Platform provides a continuum of local services to SMEs and MMEs to accelerate their innovation, improve their competitive stance and meet their commitments in terms of sustainable development.
It empowers SMEs and MMEs to identify their key performance levers, co-construct a digital transformation roadmap, deploy tried and tested solutions and share their experience and know-how.
Designed for SMEs/MMEs that are limited by siloed applications, the Visiativ Innovation Platform will let you:
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