Transforming your customer service into a profit centre.
Most manufacturers maintain worldwide presence through a network of distributors, resellers or dealers or directly with their international customers.
The challenge facing any Customer Service is how to provide real-time, 24/7 responses to requests for information on products or maintenance follow-up for equipment whose downtime is less and less acceptable.
Our Customer Service business solution empowers our clients to improve their customer satisfaction, boost spare parts sales and ramp up team efficiency with one key objective: transforming the after-sales service into a profit centre.
This business solution relies on several components to:
Deploy a 24/7 self-service gateway to easily communicate with your customers, distributors and repair specialists with Visiativ Customer Service Portal: increase control over their machine base, manage warranty procedures, and centralise and track customer requests
Putting your spare parts catalogue online.Make it easy to identify parts based on existing 3D technical documents in the design office and increase order intake with Visiativ Spare Parts Catalogue.
A shared portal that delivers digital continuity, without any data retrieval, between design, purchasing, production and the various players in the product life cycle.
“As part of our international development strategy, it’s crucial for our customer service to be accessible anywhere in the world, regardless of the time zone. Visiativ Customer Services lets us offer our customers and resellers a 24/7 online experience and services, regardless of the country. This empowers us to be very responsive to their requests.”
Arnaud Thieulin
Chief Executive Officer
The challenge: How to share feedback on our machines and pool solutions.
The solution: Visiativ Customer Services
Benefits: We use the portal to analyse our machines, find out which type of machine has the most problems, and then improve our products. All production sites have access to the information centralised on the platform. We can also draw up quotes directly from the portal, for spare parts for instance.
The challenge: Optimising the relationship to improve customer satisfaction.
The solution: Visiativ Industry Customer Service Portal
Benefits: Mecalac has centralised all its services onto a single 24/7 portal that provides access to technical support and an interactive catalogue of the entire product range, for spare parts and documentation.
The challenge: Treat yourself to a 24/7 online multilingual customer service
The solution: Visiativ Customer Service
Benefits: The MarrelTech platform centralises all requests processed in real time and gives direct access to customers, a revolution for better communication and customer satisfaction.
The challenge: Ordering spare parts proactively
The solution:Visiativ Spare Parts Catalogue
Benefits: The MyFarbal portal lets us view technical documentation, manage warranties, complaints, and support requests (commercial, technical, after-sales service, etc.). We also use it to view Farbal machines in 3D so that you can target the spare parts we need and get a suitable price quote.
“Today, Visiativ Customer Service lets us analyse our machines, find out which type of machine has the most problems, and then improve our products. All production sites have access to the information centralised on the platform. We can also draw up quotes directly from the portal, for spare parts for instance.”
Martial Poulin
Information Systems Manager
A portal accessible 24/7 which improves spare parts orders and customer relationship. The customer journey is personalized, response times is optimized and services available are multiple.
DiscoverIncrease customer satisfaction with an efficient customer service available 24/7 and increase your quality of service.
DiscoverShare technical documentation of all manufactured equipment to facilitate identification of spare parts, and reuse existing documentation in PDF format and CAD models. A secure extranet space in order to make it easier for your customers to maintain equipment and replace spare parts.
DiscoverGuide and inform prospects with a chatbot on your web portals. Our intelligent conversational software will interact with web visitors to guide them to relevant information.
DiscoverDeveloppe your BtoB e-commerce site for your resellers to offer them an omnichannel and personalized sales experience 24/7.
DiscoverMaximise your BtoB sales with a e-commerce site for your resellers to enable ordering processes and offer personalized experience 24/7.
Discover
Protect your data and your know-how by ensuring robustness of your IT infrastructure and involvement of employees in cybersecurity.
Discover
Global audit of your digital maturity and prioritized roadmap for growth
Discover
Make customer satisfaction your priority with the Customer Service Club!
Customer service is a pillar of your business: with the Customer Service community, enhance your customer service and deliver the best possible experience by developing your service offer.
Customer Service business solution is a business solution from Visiativ Innovation Engine.
Our cloud innovation platform is a unique and innovative approach that offers a continuum of local services for the digital, social and environmental transformations of SMEs and SMBs: services and solutions to plan, implement and manage your transformations, to enhance your competitiveness and your company's performance.
For over 35 years, Visiativ has been helping SMEs to accelerate their innovation, improve their competitive edge and meet their sustainable development commitments. We are a trusted advisor, with a real ability to deploy solutions, in a collaborative economy of shared experience.
