About 1stAnswer

1stAnswer Service CRM is a web based software which connects people, processes and knowledge in a smart way and ensures high service quality and service productivity.

• All costumer supporters, colleagues and associates over the world use the same service software.
• A process-oriented communication towards colleagues, customers and associates.
• Quickly find a solution, distribute tasks and supervise.
• A complete documentation of the service and machine history
  incl. the proper spare parts and all data.
• Receive comprehensive service-key numbers and recognize problem fields, trends and solutions.
• Symbiosis with the merchandise management

• The provided service will be standardized and measurable.
• The closed data cycle gives round the clock information about customers, products (machine/ equipment), service history and open task/ dates.
• The standardized processes and work flows ensures a fast work flow management, a high first qualified response quota and therefore the highest, repeatable service quality.
• Support team members are relieved from routine tasks and gain more time for customer- oriented service.
• The world wide service organization will become controllable, measurable and error free.
• The email communication will be replaced by a process-oriented communication from the system and hence will be reduced by 70%.
• By providing a more effective service process,the use of resources will be reduced by 30%.

• Display all information about customer, service history, open tasks, machine history and specific data from the merchandise management or the knowledge database.
• High first qualified response quota thanks to the quick access of all available information.

• Structured recording and assignment of all Incidents via phone, email, text messages and fax.
• Overview over open and escalated Incidents.
• Multi-level case handling via hotline, experts or service partner.
• Control over the communication to the customer, colleagues, suppliers and service partners all over the world (also via Email)
• Complete control over all tasks, assigned Incidents and solutions.
• Distribution and control of tasks, datelines and management of technicians.

• machine database (Products) with all connections to customers,technician appointments, service history,tasks and dates
  • Machine history

• Integrated Knowledge base and
• Dynamic storage of case knowledge and automatic connections between solutions and known errors.
• Generate Frequently Asked Questions / Problems and the allucation to web pages

• 2-stage technician schedule for hotline and scheduler
• One-of-a-kind schedule of appointments at the Point-of-Service!
• Centralized and decentralized schedule of appointments
• Select according to qualification and/or region
• Quick assignment of appointments with the resource management
• Precise directions with Google-Maps:!:

• Service orders which are specific to the company incl. Service-Data-Management
• Exchange of customer and machine data with order
• Complete automatic coordination with the merchandise management
• Service reports which are specific to the company incl. booking of services and parts
• Recording/change of customer and machine data (closed data cycle – One-of-a-Kind! )
• Complete automatic data exchange to the merchandise-managment for invoicing

• local version of the technician can run on Notebook, Tablet PC and PDAs
• Synchronization of the service orders and reports
• Recording of all new data:?: from the field service (specific to the company)

• Creation of a problem from a non-solvable Task/ Disruption/ Claim
• Distribution to experts and monitoring the solution-finding
• Allocation of further Incidents for the same problem
• Information of all customers for the solution of the problem and if necessary for the organization of the technician schedule

• Aggregation of problems to a Change-request
• Assignment of an Incident, resolving the Incident and if necessary distribution of tasks with finish date for the solution of the problem
• Administration, management and approval of changes of all kind (product, services, processes, software)
• Automatic control over the communication of all people and systems which are involved in Change

• Suite with data analysis, individual reports, report server, report export and user management.
• All service key figures are aggregated and analyzed for trends/ accumulation specific to the company .
• Collect all 1stAnswer data in the DataCube and visualize them individually in the service report.
• Change the report with one mouse click and distribute it via PDF, web ticker or Intranet.