Products
SM-Plus Web
SM-Plus Web makes off-site access to data easy and convenient
SM-Plus Web helps strategically-minded enterprises deploy a portal solution to refine and expand their capabilities, offerings, and geographic reach. By providing customers, remote employees and partners access to real-time data, SM-Plus Web helps the organization improve efficiencies leading to cost optimization, increased stakeholder satisfaction, and ultimately contributes to corporate wealth and stakeholder value.
Improves Efficiencies
Armed with instant access to Incidents and Service Request/Repair Orders (SROs), stakeholders can troubleshoot their own problems and process service-related transactions more efficiently and resolve questions quicker. Both the service organization and the stakeholders stand to gain from SM-Plus Web. For the stakeholder, the ability to transact in a way where timing, method, and manner are all under the user’s control is very attractive--particularly if it saves the consumer time and effort. For the service provider, it means offloading all the administrative time and costs of supporting the stakeholder helping to reduce call time, improve first call problem resolution, decrease transaction costs, enhance customer care, and improve overall operating efficiencies.
Acts as a Delivery Mechanism
Support portals, which once may have seemed like a unique solution to the problem of providing information, are increasingly becoming a necessity. Stakeholders are constantly demanding access to the information and tools they need to conduct their business. SM-Plus Web acts as a delivery mechanism to efficiently provide information to the appropriate stakeholder. It improves communication between geographically dispersed employees as well as partners, customers and suppliers.
Information is Power
SM-Plus Web helps remote employees, partners, and customers make faster, more informed business decisions by providing them with real-time access to information. Best-in-class service companies enable end users and give them the power to view their own support history creating an organized method for stakeholders to communicate with support personnel and back-office systems. Information is power, and when information is deployed with proper processes, benefits gained include improvements in contact effectiveness, customer satisfaction, and customer service efficiency.
Benefits:
Expand Capabilities.
Deploy portal solutions to expand offerings and geographic reach.
Increase Throughput.
Manage expanding volume of transactions without increasing personnel.
Decrease Transaction Costs.
Leverage communication efficiencies to minimize use of resources, especially labor.
Improve Service Call Results.
Help field service personnel retain access to critical information in order to improve first-time fix rates.
Speed Response Time.
Maintain connection with field technicians, dealers and subcontractors in order to provide responsive service to customers.
Connect to Customers.
Use a portal to enable stakeholders self-directed access to open incidents and obtain answers to questions about service/repair requests.
Collect Data.
Enable field service personnel to conveniently record field service results and collect accurate data and metrics, eliminating dual entry.
Improve Decision-Making.
Secure access to data from any location enables responsive decision making.
