The wireless innovator is leveraging ServiceCentral’s expertise in service management solutions to streamline both customer and device support across its global service partner network.
September 25, 2012 — Today, ServiceCentral Technologies announces that it has successfully implemented its service management solution at a leader in the wireless device industry. This global manufacturer is using ServiceCentral’s Software as a Service (SaaS) as part of a new retail-based device service initiative to manage its service partner network across select countries. With ServiceCentral’s solution, the manufacturer will gain insight into real-time key device and service performance metrics from the customer’s point of contact to issue resolution. Using this data, the wireless innovator plans to proactively implement change to improve overall operations, increase brand loyalty, and lower support costs.
The ServiceCentral’s software enables clients to efficiently implement streamlined and consistent service management processes across the entire service chain. Multi-lingual capability enables the solution to easily be implemented at the manufacturer’s partner locations around the world as they continue to expand their service program. Additionally, the configurability and flexibility of the software supports customized solutions for each service channel, model, and customer type. One of the most important benefits of the solutions is compliance management and visibility into its partner operations.
Steve Teel, President and CEO of ServiceCentral, said, “We are excited to work with our client on this global deployment. ServiceCentral’s selection was based largely on its ability to quickly deploy a hosted solution supporting multiple languages across multiple business partners. With the full implementation project taking less than six months, this goal was accomplished.”