NEO Service Portal: Customer loyalty around the clock

The future belongs to digital service offerings. But how do you avoid being suffocated by the mass of customer inquiries? simple. better. be

simple. better. communicate.

NEO Service Portal - 24/7 Customer Service

Strengthen your customer relationships through optimal service. With the NEO Service Portal, your customers and service providers can interact with you and get information around the clock. You relieve the workload on your office staff and also exploit individual cross-selling and upselling potential. The NEO Service Portal is the ideal complement for NEO Schedule and the NEO Mobile Suite.

Advantages of the NEO Service Portal at a glance

Higher customer satisfaction

The NEO Service Portal improves customer satisfaction through 24/7 availability, self-service, and fast and more efficient service processes.

Relief for the office staff

The NEO Service Portal relieves the internal sales force by providing self-services for customers, partners and subcontractors. This allows your employees to focus on customer service.

Less litigation costs

Reduce your process costs for customer service and optimize response times. The NEO Service Portal absorbs high numbers of requests at peak times.

Screenshots of the NEO Service Portal

Serviceticket Anlage im NEO Service Portal

Lösungsvorschläge im NEO Service Portal

Main features of the NEO Service Portal

Service Portal Dashboard

Service Portal Dashboard: The Service Portal dashboard gives users a quick overview of the current status of their service requests.

Entry of service notifications/tickets

With the guided process for creating a service notification, customers receive complete, detailed incident reports.

Measurement document entry

Your customers can easily enter measurement documents themselves in the service portal.

Digital customer communication

Chatbots take over standardized communication with customers. Social media integration is also possible.

Information and documentation

In the service portal, customers can store all contracts, orders for consumables, master data and obtain AI-based suggestions for solutions to problems.

Active cross-selling

In the NEO Service Portal, manufacturers can offer their customers automated cross-sell and upsell options.

Technical specifications

Interfaces

The NEO Service Portal provides over 50 pre-built APIs to SAP and non-SAP systems. Internal processes can be mapped as well as external applications.

Customized surface

Based on AngularJS or Flutter, we ensure an individually customizable frontend and maximum user-friendliness in the NEO Service Portal.

Cross-module

If the customer creates a ticket, this triggers a message in SAP. The resulting order is scheduled to a technician by the dispatcher. The operational data is in turn incorporated into preventive analyses.

Scalable

Thanks to Docker technology, NEO Service Portal always adapts to your resource and speed requirements.

NEO Suite references

Customer service processes were previously mapped individually for each country. The German subsidiary works with Microsoft Dynamics CRM, while the Swiss subsidiary plans orders with Excel. As a result, the process to invoicing could take weeks.

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100 sales locations worldwide, more than 800 service technicians deployed globally, and products sold many times over. This leads to a complex service structure. With the help of end-to-end customer service, Hörmann can nevertheless easily meet the requirements.

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FairNetz GmbH was looking for a workforce management solution for employee scheduling. NEO Mobile offers easy handling and fast synchronization.

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Instead of Excel, DB Station&Service AG's area managers now use an SAP Fiori-based intelligent cycle planning tool (ZPT) tailored to their requirements for annual maintenance planning and intraday management.

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One of the key success factors of König + Neurath AG is its traditionally intensive customer relationships, which, however, were no longer supported in an up-to-date manner by the CRM system in use.

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At LÖWEN Entertainment, the introduction of a mobile workforce management system was on the agenda. The company was looking for a solution without system breaks.

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Nine years ago, Stadtwerke Bielefeld first got involved with "mobile maintenance". Today, 90 percent of all mobile processes are supported electronically.

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The requirement was for a continuous workflow in order processing. To achieve this, Viessmann has started to map all processes uniformly with NEO Mobile.

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Efficient digital documentation: One digital interface instead of 150 forms: With a mobile solution from ICT service provider Axians, fitters at Städtische Werke Magdeburg take care of their documentation paperlessly. The Field Service Management solution NEO Mobile brings even more benefits.

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Do you have any questions?

Contact our expert Gertrud Kleinert, NEO Suite Sales Expert.

Phone: +49 731 1551783
Mail: gertrud.kleinert@axians.de