In our last post, we showed why continuous training is the foundation of excellent service. After all, only those who understand our passenger information systems down to the smallest detail can resolve faults quickly and reliably.
But knowledge alone is not enough. In service operations, it is equally important to make information quickly available and to deploy resources optimally. That is precisely why we developed our own service portal. It supports our After Sales team in making well-founded decisions faster.
The challenge: Lots of information, little time
Every day, our After Sales team receives new service requests from various projects. Decisions must be made within the shortest possible time:
- Where is the fault located?
- Are there similar errors in the region?
- Which technician can get on site the fastest?
- Can several assignments be combined efficiently?
The faster these questions are answered, the faster passenger information systems can be put back into operation.
Our approach: All information in one place
The service portal consolidates all relevant information in a central application.
An interactive map provides a clear overview of open faults, system locations, and ongoing assignments. At the same time, the system helps our team analyze causes of faults, plan installations, and coordinate service assignments efficiently. Instead of gathering information from different systems, all important data is available at a glance.
More transparency for more efficient service
In addition to assignment planning, the service portal helps to identify recurring faults more quickly. Tickets are categorized by cause and can be evaluated across projects. This generates valuable insights for day-to-day service operations and for the further development of our products.
Documentation is also becoming increasingly digital: our service technicians record their work directly on site, making information available without delay.
This means you’ll benefit from:
- aster response times,
- more efficient assignment planning,
- fewer empty runs,
- higher system availability, and
- transparent service processes.
Conclusion: Knowledge and digitalization go hand in hand
Service excellence is achieved when qualified employees have the right tools. Our training provides the necessary expertise, and our service portal ensures that this knowledge can be used optimally in daily operations.
In our next post, we will show how we consistently continue this approach: with our new customer portal, which simplifies fault reporting and will soon be supported by AI-based solution suggestions.
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