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Experience Management Platform for SAP FSM

Intro

Why This Solution?

Instant feedback

Collect instant feedback from your clients and solve the troubles immediately.
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Efficiency

Keep an eye on your field staff, motivate them and identify the weak points.

Data-centricity

Have all important data in one place and boost your business performance.

How Does It Work?

Your client receives the request to give feedback immediately after service – you will catch the actual emotions.

Surveys are personalized – you can choose up to 10 customer and 20 service attributes.

The positive feedback goes immediately to the technician – instant appreciation is motivating.

Negative feedback is only sent immediately to the manager so that he can discuss it with the technician and solve the issue with the client.

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Collected Data Can Show

Development of performance of individual technicians in time – managers can reward or prevent the burn-out.

Comparison of performance of teams across departments or countries.

First-hand information about competitors.

Consumer insight – what to improve to make the relationship perfect.

…and much more.

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What is Included

  • Building the structure of your organization (teams, venues, managers and shifts) in the Staffino App. Setting up specific permissions for the users.
  • Building the questionnaires, email/sms templates and setting up the logic behind sending the questionnaires or asking the spontaneous feedback.
  • Set of essential settings required for the launch together with testing rounds with key stakeholders and feedback implementation.
  • Set of essential settings connected to the data evaluation and custom features required.
  • Analysis meeting with the customer + target concept preparation.
  • Migration of business partners to Staffino.
  • Automation of new business partner in FSM will be created in Staffino.
  • End of service by technician will trigger sending of personalized survey to end customer.
  • The FSM system will load completed surveys for the last 3 days.
  • CSAT question (overall approach of technician) will be pushed to FSM feedback. Manager will get email with his recognition.
  • Score 1-3 – Manager will get email and can act on bad feedback.
  • Creation of table report: name of technician, satisfaction with his work for last month/ 3 months/ 6 months.

What is Not Included

  • Product licenses

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Solution platforms

Staffino

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SAP FSM

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