Once a product ships, it’s up to service and support teams to ensure customers remain happy. And customers are increasingly expecting more over time from the products they buy, making a seamless service experience vital to long-term brand reputation. That’s not easy when product lines evolve or customers replace parts in the field, making it difficult for technicians to understand the exact problem and what part or service process is needed to fix it.
Tracking Customer Issues
Customer experience suffers when service teams cannot connect issues to sales and service history.
Inefficient Product Access
Inability to access the right product information quickly and easily extends resolution times.
Inefficient Field Training
Training a diverse and distributed service team is difficult, especially with shrinking budgets.
Propel Helps Maximize Customer Satisfaction
The customer experience extends well beyond the point of sale so identifying and resolving their issues quickly is key to long-term happiness.
Automate customer case to complaint processes to ensure immediate investigation and resolution.
Easily find and access the right product information to quickly fix problems and resolve cases.
Access historical sales, service, and product data to deliver the best customer experience.
Ease and Efficiency
Track and improve company-wide processes with centralized reporting and business intelligence.
Maintain high customer satisfaction and contain costs by ensuring field service teams have the right product and customer information at all times. Connect service, customer, and product teams to deliver the best possible customer experience, and ensure the most up-to-date product manuals are available to users and field technicians.
Design high-quality products while also acting quickly and decisively to remedy field or customer issues. A single product thread with contextualized collaboration allows quality, service, and engineering teams to design better products, accelerate root cause analyses, and implement fixes faster.
Coordinate between customers, sales, engineering, and product teams to quote and deliver custom products that exceed profit margin targets. Product teams can use existing designs to accelerate development timelines, while access to real-time component cost information allows precise BOM cost roll-ups to ensure quotes meet profitability goals.
Secure and maintain compliance with industry and regulatory mandates. Extend compliance processes across product development, go-to-market teams, and suppliers with a single data thread that speeds issue resolution and helps ensure compliance before a product is built.
Arm commerce, sales, and marketing teams with product information needed to hit launch dates and revenue targets. Commercial and product teams can work in parallel to ensure sales and marketing efforts are started as early as possible, while real-time product data ensures customers are presented with compelling experiences and accurate information.