Customer Service                                                     

HP has mainly positioned its Service Manager (SM) as an ITIL service solution, even though it is also being used effectively as a broad and very powerful service management tool in a number of customer applications in non-IT fields.

SM’s comprehensive architecture and remarkable flexibility means that you can use it in any number of different service processes. This makes it a particularly attractive choice for clients that already use SM in IT services, since they can then make the additional applications available in other clients within the same system.

                       
The following figure illustrates SM in use in support of the trucking industry. As part of a European truck maker’s international trucker service, the suite is being employed productively to provide support to truckers in 8 languages and covering 13 countries.

The hotline provides these services: 
                                            

    Breakdown reporting and initial incident clarification
    Service facility selection and assistance coordination (with Map & Guide support)
    Warranty coverage and cost allocation review
    Repair approval and payment handling
    Incident follow-up with satisfaction questionnaire
          

Other non-IT applications include manufacturer services for dealers, distributors and service departments in the automotive and machine-making industries; customer service and complaint management for companies in the financial and services sector; HR help desks in large human resources departments, as well as facility management services.

Service Manager is superior to simple hotline tools as it ensures the all-embracing processing, management and tracking of the related service transactions across the entire process sequence. You will find that using HP Service Manager delivers much greater flexibility and savings than comparable applications with CRM solutions from Oracle, SAP or Siebel.