Sales & Service Management

Overview

In collaboration with industry experts Plasma has developed a digital SSM Solution that delivers impactful change throughout all functions within a typical Field Service Management enterprise.

Impacts that include: revenue growth, cost reduction, deployment efficiency, data availability, and data security.

Late Delivery

Dispatchers have operational blind spots that result in slow reaction to issues and degraded service delivery.

Disconnected Systems

Sales and Service personnel that cannot interact efficiently due to use of disparate tools and systems that are siloed and non-automated.

Legacy Applications

Use of manual processes and legacy applications that are inefficient and error prone.

Real-time Updates

Inability to provide customers with real-time updates on job status, tech arrivals, etc. leads to poor customer satisfaction and loss of future business.

Poorly Prepared Technicians

Technicians arrive at jobs ill-equipped, uninformed, and unable to deliver quality service.

Challenges

Common Problems Faced by Enterprises

The lack of a customized, integrated, feature-rich SSM solution can cripple an enterprise’s ability to fully capitalize on its opportunities as well as its ability to maximize utilization of it resources. Common problems include:

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Automation of front and back-office processes such as: order entry, work order creation, technician assignment, customer updates, work order closure, and invoicing.

Provides real-time visibility and interaction between sales and service staffs. Promotes quick and accurate interaction between those assigning the work and those doing the work.

Ability to provide customers with real-time updates on tech arrival, service progress, and final resolution. Customers are also able to quickly ask questions and provide real-time feedback.

Executive-level dashboards and reports that can be consumed in a single pane of glass, giving executives a view of performance against high-level KPI’s. Take actions when those actions will have the most impact.

Deployment of Plasma’s SSM Solution has provided clients with tangible results including: reduction in redundant tasks, quicker response times, higher first-time fix rates, increased employee output, higher customer satisfaction, and higher customer loyalty.

Benefits

Plasma’s Expertise

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The Plasma IT Infrastructure Management solution is powering the client’s ability to provide best-in-class service to it’s clients while also improving internal operational efficiencies and reducing overall IT costs.

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Use Case

Monitoring and Managing IT Infrastructure in Real Time

Challenge

A recognized leader in entertainment, communications, and networking technology had a mission-critical need for an enterprise-grade solution that would provide end-to-end capability for the management of a complex IT infrastructure.

The solution would need to be able to support large volumes of users, from multiple locations, using a wide range of equipment and protocols. The solution would also need to have inbuilt scalability to allow for continued growth of the client’s business.

Solution

After a thorough analysis of several potential supplier’s the company selected Plasma to design, deploy, and manage a customized IT Infrastructure Monitoring solution. Plasma’s firm grasp of the client’s requirements, combined with a proven ability to deliver powerful, digitally-driven, solutions were the key factors in the client’s decision.

Impact

he built-in scalability of the Plasma solution will allow the client to add additional functionality as business and technology needs continue to evolve. With these advantages the client is well-positioned for continued market growth via delivery of superior services to its growing client base.

Testimonial

What our client say about us

It has been my pleasure to work with the Plasma Team since August 2008. We have completed three major builds and multiple smaller projects in this time. I heartily recommend Plasma Comp to anyone needing a workable, practical and effective system solution. Plasma’s Q&A process was extremely thorough. They quickly understood what was needed and then worked the process with pointed and penetrating questions to ensure they had the entire picture of the finished product.

Cara Polak

Business Alliance Channel / Alternate, Channels, AT&T Business Solutions