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Service
Do you use Software as a Service (SaaS) in the area of Service?
Yes
No
Have you outsourced the Service area?
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.
Service
Next, we mention some tasks / activities characteristic for the Service area. Please, evaluate them first according to their importance in the Service 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.
Acquisition of service orders
Management of service contracts
Service Request Management
Resource planning for service employees
Scheduling of service staff
Feedback on service activities
Billing of services
Spare parts management
Please rate the relevance of the use of the following innovative IT solutions in the Service area in your business and how satisfied you are with the respective 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.
Remote monitoring (of machine / equipment)
Virtualization and digitalization of services
Mobile support for the on-site technician
Upselling support via customer-centric feedback
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.
Sales of services
Total warranty costs
Reaction speed
Service billing process
Rate the relevance of the following activities and solutions within the context of Industry 4.0 for your company and how satisfied you are with their respective 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)
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.
Smart services based on Big Data Analytics of product data / sensors
Spare / rental services, presentation of a new rental model based on the product life cycle
Complete