Extend proactive customer support to the Service Model Foundation by tracking products and services at service organizations.

Business locations are extensions of a service organization and are critical to delivering customer service. They enable support for businesses that interact with customers through physical channels such as stores and branches, franchises, and dealerships. Business locations are often considered the face of a business, where consumers engage for information and purchase, as well as post-sales and ongoing support.

Businesses have multiple products installed at these locations to serve their customers. In the past, there was no easy way for companies to track and manage these products and services. It was only possible to track products and services for accounts and consumers, often resulting in broken equipment, delayed service, and lower customer satisfaction.

By extending proactive customer support to the Service Model Foundation, you can track sold products and install base items installed at service organizations.

Starting with the Zurich release, service organizations can:
  • Track and manage products and services installed at a business location.
  • Enable contributors at a business location to submit cases and request help.
  • Create and resolve cases for sold products and install base items deployed at a business location.