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HUBER+SUHNER needed a solid front- and backend for a 24/7 support solution at 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.
The complex file and data structure of the comprehensive Excel file further complicates the evaluation options.
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.