Absen Introduces New Service System for Better Customer Experience

Committed to providing its customers with the best products and services, Absen has been investing in innovations and technologies to drive overall digital transformation in manufacturing, supply chain, delivery and customer service. In 2017, the company has brought in MES system to digitize manufacturing and multiple advanced IT systems to improve business management efficiency. Recently Absen introduced FSM (Field Service Management) software to harmonize the service processes and enhance service quality. 

Service exists across the pre-during-and-after sales process, including solution consultancy, quotation, training, installation, calibration, cleaning, trouble-shooting, repair, maintenance and beyond. The FSM system will be mainly used for after-sales services.

Over the past nearly-20 years, Absen has developed a professional team and service network that ensure prompt and comprehensive online and onsite services for its global customers. And this entails a platform that helps coordinate engineers and service resources. The company had been using the Absen-developed ACS (Absen Customer Service) system to mainly dispatch and track engineers and record service data. Keeping close liaison with customers, Absen knows the customers’ changing needs and never ceases to develop its service quality. To master the whole processes thoroughly, to gather and analyze service data more conveniently and efficiently, Absen introduces the new FSM system.

How FSM improves service efficiency and quality?

Digitalization: The new system will be able to digitize every process of customer services and incorporate the functions like receiving service request, assigning engineers, managing maintenance material, analyzing and supervising services. It helps to simplify the service procedures and improve the service quality so that the service department can provide prompt and effective services to customers.

Coordinating the dispatch of engineers: When the system receives service requests from customers, it can assign the nearest engineers to take care of the problem quickly, minimizing the transportation cost and maximizing the efficiency of the global network.

Checking information and sending feedback in real time: Once the engineers receive the demand, they can find the detailed information via mobile apps, having better understanding of what needs to be fixed, how the product performs before and what they should do to fix it. When working on site, they can report the difficulties they meet and solutions they adopt immediately to the system for future reference. Thus, the engineers, equipped with considerable field experience and service information, are more proficient in problem-solving.

Statistical analysis and summary in graphics: The data of service, stored in the system, can be presented in different kinds of graphics for administrators to analyze and summarize. For administrators’ benefits, the system allows them to filter what they need by setting different conditions. It’s a handy and useful tool for them to run a well-organized service system.

Better management of engineers and materials: For one thing, customers can easily leave their comments on the new system. It’s a direct way for supervisors to find out what needs to be improved during the services. For another thing, the system records the whole process of the service, which gives supervisors evidence to appraise engineers’ work. In addition to the management of the engineers, FSM supports material management to save the cost of spare inventory, to increase turnover and delivering efficiency of spare stock.

With a goal of maximizing the value for customers, Absen attaches great importance to improving customer experience through standardized procedures. By introducing cutting edge IT platforms such as FSM, Absen has taken one more significant step in digital transformation.