ServiceSMART

Capgemini’s ServiceSMART offers comprehensive operational reporting capabilities, clubbed with advanced analytics to allow informed decisions through industry standard analytics models and rich visualizations, catering to areas such as assets, activity, service requests, contracts, and invoicing.

Understanding the trade-off between customer satisfaction and cost to serve

Global organizations are continuously striving towards improving their customer experience across a range of channels. To do this effectively and within budgets, there are many challenges and opportunities:

  • Understanding the true cost to serve and its impact on customer lifetime value
  • Being cost-effective in data collection and the analysis of both structured and unstructured customer data
  • Understanding the value of tapping  into customer feedback and sentiment on social media
  • Enabling faster and more flexible customer response times
  • Identifying the preferred channels for handling customer service requests.

Smart decisions lead to an optimized customer service

Our ServiceSMART solution provides you with a best-in-class enterprise analytics to improve your customer service function through better informed decisions, and to plan maintenance activities, comply with service expectations and optimize service timelines.

Our solution offers a suite of over 290 comprehensive well-defined specific dashboards providing an integrated view of after-sales service, including actionable reports on SLA adherence, response times, and cost/profitability analysis, across these analysis dimensions: Top-line, bottom-line, asset failure, activity, service request, contract and invoice.

Suitable for all industries, this solution processes both structured and unstructured data, and the ready-built analytics capabilities enable the planning and organizing of service requests to minimize warranty claims, and increase the efficiency of service contract management.

Benefits delivered: Better informed decision-making

Using our in-depth understanding of services management, and technical and domain expertise, we can deliver the following client benefits:

  • Unified view of services data for more informed decision-making
  • Significant improvement in overall service reliability and customer satisfaction
  • Best-of-breed analytic modelling, for contract renewal probability and warranty claim prediction
  • Prioritization of service handling based on view of service cost by location and problem type
  • Capacity to handle big data with fast response time and to process vast amounts of service requests data.

Find out more

Contact our SMART Solutions team to see how improved service management capability can help maximize your investment in your insights journey, and improve your overall customer service.

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