IT solutions for service and parts

With the digitalization of our customer support and the introduction of BoTiS (Bomag Ticket System), the processing of inquiries in the support team has eased considerably. We feel an increase in efficiency with structured correspondence. The clear processing and follow-up in the team creates a transparent basis for support. The clear menu structure, reduced to what is necessary, leads to a high level of acceptance out in the field. Wherever things have to be done quickly, efficiently and smoothly, we have reduced the overall workload for everyone involved.

With the introduction of the DTS (Deutz Ticket System), our high-level field support receives clearly structured support requests from the service organization. We create constructive assistance measures for customers efficiently and without telephone stress, and have been able to significantly reduce organizational overhead in the process.

Ever more sophisticated technology and ever greater challenges for the support team to handle the requests efficiently – customer service has never been so demanding. With the introduction of the Service Ticket System, we have significantly increased team performance and created a new service experience. Our team is dealing with qualified requests and fewer annoyed customers. With the Ticket System, we make high-quality customer service possible in a decentralized manner from anywhere.

The ticket system and the knowledgebase are a real relief for our service staff. The new systems have also been well received by our workshops. We are glad to have taken this step. Both the workshops and our service staff appreciate the time saved on phone calls due to the complete vehicle and diagnostic data in the ticket.

Today, we continuously capture data through operation or use in software and machines. With digital transformation as an ongoing process in our company and the introduction of the Service Ticket System, we were not only able to optimize data quality for our support team, but also inspire users in the field with customer-centric design. Customer concerns are resolved more quickly, and service partners receive more competent advice overall.