Case Study: Closing the Loop — Streamlining Feedback on Predictive Cases with a New Smart Digital Feature

Session

Closing the Loop — Streamlining Feedback on Predictive Cases with a New Smart Digital Feature

Case Study

Montag, 30. November

11:50 - 12:15

Live in Berlin

Weniger Details

The current process for managing predictive service cases is often hindered by inefficiencies stemming from unstructured customer feedback and manual case closures. This session highlights a new feature integrated into the MyTrumpf Service App ecosystem, designed to enhance customer service. By implementing structured feedback processes, automated case closures, and streamlined workflows, businesses can significantly reduce resolution times and elevate service quality. In this session, you will learn how to:

Leverage structured feedback processes to streamline the management of predictive service cases and enhance customer satisfaction.
Automate case closures to minimize resolution times and reduce operational inefficiencies.
Optimize workflows to improve service quality and seamlessly integrate customer feedback into the resolution process.

Vortrag

Sprecher

Jay Latimer

Business Process Lead, Trumpf

Process Consultant with 5 years experience in the Digitalization of Technical Customer Service, specifically rolling out new digital service tools and integrating them into existing service processes. These include a mobile app designed for customer service case creation, self-help documentation for immediate troubleshooting, and a remote support tool allowing customers to share a video of their situation with in-house engineers. Furthermore, I have aided in the tools' continuous improvement as a liaison between customers, development, service employees, and product ownership.

I enjoy having discussions with stakeholders to understand their requirements and develop solutions which fit the technical service process.

In addition, I enjoy automating administrative processes (SAP, Microsoft Edge, Microsoft Excel) using Visual Basic for Applications (VBA).

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Unternehmen

Trumpf

TRUMPF - a guarantor of innovation in production technology The high-technology company TRUMPF offers production solutions in the machine tool, laser and electronics sectors. The company is driving digital connectivity in manufacturing industry through consulting, platform and software offers. TRUMPF is the world technological and market leader for machine tools used in flexible sheet metal processing, and also for industrial lasers.

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