Service and support offers additional economic potential to manufacturers and service providers. This division can develop into a profitable area that complements goods and services and offers additional opportunities to achieve competitive advantages. Enhancement of service improves relationships with customers and also customer convenience. For this, service must always be available quickly and in a manner oriented to a solution. Service consists of regular maintenance, remote diagnosis with early recognition of faults and elimination of acute faults or disruptions. In order to be able to release this enormous potential in the field of service, it is crucial to optimize existing processes and evaluate their use and potential.

In case of a current disruption or problem, the service technician works on-site with the customer on the basis of methods based on many years of experience. Similarities with previous problem cases are identified and used in a first step as a solution approach. In the event that this step does not lead to elimination of the fault, then the search for possible elimination of the disruption by means of alternative solution approaches shall occur. Service in the form of locating and eliminating the disruption is time-intensive and difficult to calculate. Therefore it is frequently intransparent for the customer.

Central compilation and interlinking of already existing perceptions and communications which are internally or externally acquired via management processes is an important condition for optimization of this procedure.

In this respect, COI solutions offer you the functions which allow ideal mapping of the work of your service department both on-site as well as within the entire business process. Our solutions offer the possibility of forming individual views of the available product information. Therefore innovative search technologies offer further advantages for service technicians in order to have solutions ready for the current problem or disruption in a rapid and targeted way. By making current service reports available, other departments can draw on these experiences and consider these in the course of future decisions. A lifecycle management solution continuously emerges which not only optimizes the service field but can also be expanded into a solution for the entire company.