Individual case management
Huber+Suhner
COMPREHENSIBLE SERVICE PROCESSES AND SELF-SERVICE OPTIONS FOR CUSTOMERS
Industry: High Tech
Technology: Service Cloud, Experience Cloud
Challenges: A solid frontend and backend
HUBER+SUHNER needed a solid front- and backend for a 24/7 support solution for after-sales support and support of the customer organization.
Simple collaboration options and the management of individual customer cases were important.
In addition, customers should have the possibility to check their support requests independently and receive individual information and data via self-service.
Solution: Case Management & Self-Service Portal
As a first step for HUBER+SUHNER, the Service Cloud with specific case management was set up for the Polatis product portfolio. This enables easy collaboration across multiple stages with clear escalation paths and the use of service levels as well as the integration of customer communication.
With the use of the Experience Cloud, a self-service portal was provided for customers. Customers can log into their account, enter and track service concerns, and download general documents. In addition, customer-specific files (such as software patches) are also made available on the platform.
The current system allows a utilization extension for the entire HUBER+SUHNER Group.
