Service 4.0

Digital transformation is a reality and is changing our lives and behaviour. In Customer Service new technologies like the Internet of Things and self-learning systems not only allow for a considerable increase of efficiency but are also essential for the creation of positive customer experiences.

Service 4.0 is omnipresent, also in the Streets of Zurich

Dr. Hans-Peter Uebersax550.000 cars circulate in Zurich every day. This traffic as well as the handling of 689 km of streets, 4.000 zebra crossings, 6.000 red lights and 4.300 detectors for public transport present a big challenge to the city. All road users need to be underway safely and rapidly in spite of their differing demands. To ensure this, the Zurich Traffic Management counts on state-of-the-art and intelligently linked systems.

Service 4.0 thanks to trueAct

  • Service 4.0 due to the possibilities of trueAct:

    • trueAct is able to capture incoming problem reports automatically as service cases, categorise and assign them to the responsible people for further processing.
    • In order to avoid incidents proactively, recurring maintenance work can be planned and disposed automatically.
    • If required, external partners are simply integrated into service processes.
    • Thanks to the remote service functions of the traffic-control system, incidents can be analysed from a distance and partly can even be repaired without on-site action.
    • Responsible employees of the Traffic Management have a panoramic view of all current events at any point in time.
  • Zurich is well advanced in the implementation of continuous information flows between

    • road/transport users (customers)
    • traffic systems
    • traffic-control system
    • service management system
    • and service technicians.

The Road to Service 4.0

A Question of the Maturity Degree

Performance of Service Organisation can be represented by a multi-level maturity degree model.

Der Weg zu Service 4.0

 

  • Service 1.0

    Basics

    The first level consists in the use of telecommunication. Customers directly contact competent employees within the organisation. It is difficult to achieve good reachability and fast service in this way. As also standard requests need to be answered by qualified employees, service costs are high.

  • Service 2.0

    Structure

    The second performance level aims for a better organisation of Customer Service. For this purpose, a central touch point for all customer requests (Single Point of Contact) is established. The goal is to achieve that only challenging customer requests are forwarded to downstream, more expensive, competence levels.

  • Service 3.0

    Efficiency

    On the third level, repetitive tasks are automated. Thanks to software-supported Knowledge Management more tasks can already be completely resolved by the first competence level (First-Level). Self-service solutions even allow for a fully automated response of customer inquiries.

  • Service 4.0

    Customer Experience

    By Service 4.0 we understand the currently highest performance level in Customer Service. Thereby, people, technology and organisation are geared towards the management of customer experiences (Customer Experience Management). Recently, service also communicates with products of customers that are integrated into the internet (Internet of Things).