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Value-added services
Do you use Software as a Service (SaaS) in the area of Value-added services?
Yes
No
Have you outsourced the area of Value-added services?
Yes
No
How important is mobile access to the central systems of the following process areas in your company? Please also evaluate the implementation of Mobile Access to these central systems.
Scale Relevance
1
(very high relevance) to
6
(very low relevance) ;
n.a.
(no answer)
Scale Implementation
1
(completely satisfied) to
6
(completely unsatisfied) ;
n.a.
(no answer)
Relevance of mobile access to core systems
Implementation of mobile access to core systems
1
2
3
4
5
6
n.a.
1
2
3
4
5
6
n.a.
Value-added services
Next, we mention some tasks / activities characteristic for the Value-added services area. Please, evaluate them first according to their importance in the Value-added services area of your company and then, according to how satisfied you are with the implementation and respective IT support.
Scale Relevance
1
(very high relevance) to
6
(very low relevance) ;
n.a.
(no answer)
Scale Implementation
1
(completely satisfied) to
6
(completely unsatisfied) ;
n.a.
(no answer)
Scale Digitization
1
(very high) to
6
(very low) ;
n.a.
(no answer)
Relevance to your company
Implementation in your company
Degree of Digitalization
1
2
3
4
5
6
n.a.
1
2
3
4
5
6
n.a.
1
2
3
4
5
6
n.a.
Customer management
Acquisition of service orders
Management of service contracts
Service request management
Superior action planning for service employees
Implementation of service employees
Feedback of service activities
Billing of services
Spare parts management
Warranty procedure
Recording customer satisfaction with the product
Returns management
Complaints management
Please rate the relevance of the use of the following innovative IT solutions in the area of Value-added services for your business and how satisfied you are with the particular implementation.
Scale Relevance
1
(very high relevance) to
6
(very low relevance) ;
n.a.
(no answer)
Scale Implementation
1
(completely satisfied) to
6
(completely unsatisfied) ;
n.a.
(no answer)
Relevance to your company
Implementation in your company
1
2
3
4
5
6
n.a.
1
2
3
4
5
6
n.a.
Connection via the service line with service technicians for planning actions
Remote troubleshooting with clients
Mobile support for an on-site service technicians
Online platform for questions / answers - FAQ
Please rate how the following metrics have changed in the last 3 years.
Scale 3 years ago
1
(completely satisfied ) to
6
(completely unsatisfied ) ;
n.a.
(no answer)
Scale Currently
1
(completely satisfied) to
6
(completely unsatisfied) ;
n.a.
(no answer)
3 years ago
Currently
1
2
3
4
5
6
n.a.
1
2
3
4
5
6
n.a.
Revenue of services
Total warranty costs
Exchange of products due to incorrect delivery / storage
Billing process or services
Complete