OEM & Lieferant - Ausgabe 1/2021

73 ServiceXpert GmbH www.servicexpert.de/en Website Intelligent after-sales portals for information retrieval and associated editorial systems are based on identical systematics and con- sistent data structures. A common business process develops a uniform workflow that guarantees optimal support for the tech- nician. The information is prepared, modu- larised and made available to the user in a product-specific manner for the respective application purpose. On the editorial side, in- terfaces to upstream IT systems such as ERP or engineering systems, as well as multime- dia databases, ensure automated access to the required information. On the portal side, interfaces are usually available, e.g. to cen- tral ordering and merchandise management systems, workshop scheduling systems and vehicle diagnostics systems. User-specific editors and content management systems with workflow control ensure a coordinated and continuous process of information dis- tribution from editing to publication. Smart after-sales portals include support and use throughout the entire product life cycle and take on additional significance for autono- mous driving or connected products in the Internet of Things (IoT). Messages to cus- tomer service are then sent automatically by the system, digitally, end-to-end. ServiceXpert has been supporting large com- panies from industry and the automotive sector in the planning, implementation and operation of intelligent after-sales portals for over 20 years. For the development of such an intelligent information portal, the informa- tion portal templates shown in Figure 1 and developed by ServiceXpert have proven them- selves in practice. Here, the diagnostic system supports the technician in troubleshooting, proactive maintenance, repair or flashing of software. Technical documentation provides the mechanic with repair and maintenance notes. Interactive schematic diagrams provide product-specific information without media discontinuity to support optimised trouble- shooting. Repair &maintenance jobs and parts lists assist in controlling workshop processes. They also serve to level warranty claims from dealers or third-party workshops. The re- pair & maintenance contract management forms the basis for equipment and operation specific invoicing. ServiceXpert‘s structured project approach from the joint conception to the successful realisation and introduction of intelligent information portals in after sales ensures quality, minimises project risks and promotes cost transparency. This is how ser- vice works today! Greater Region Mobility Innovation international Greater Region Mobility Innovation international autoregion220.indd 1 16.08.20 09:25 Greater Region Mobility Innovation international autoregion121.indd 1 22.02.21 09:28 The next issue will be published in August 2021. Read the current online edition here: autoregion international Edition 1/2021 www.vek-onlineservice.de/publikation/ar121