Founded in 1999, Servigistics, initially a service parts planning and optimization (SPP/O) specialist, has become a full-fledged service lifecycle management (SLM) platform. P.J. Jakovljevic, principal analyst at Technology Evaluation Centers (TEC), runs down the company's history of acquisitions and developments, and interviews Mark Vigoroso, Servigistics' senior vice president of global marketing and alliances.
customer service health
higher-touch channels, such as customer service representative (CSR) or field service technician. This way, companies can derive a 150 percent higher revenue contribution from service. Service Issue Resolution , which includes the Service Knowledge, Service Content, and Remote Service (NextNine) modules. Typically, a service worker spends 90 minutes troubleshooting an unforeseen problem with a newly introduced product. With codified issue resolution processes supported by machine fault code analysis,