Increasing the service level and tackling the experience shortage
Organizations engaged in manufacturing and technical services provision need to find effective ways of delivering exceptional and sustainable service levels to customers.
Against this backdrop, IDC Senior Research Director and leader of Future Operations European Practice Jan Burian interviewed Fearghal McCorriston, the global IT manager of Combilift, the largest global manufacturer of multi-directional forklifts.
McCorriston revealed how deployment of Infor’s AI-powered product recommender tool significantly improved service-related key performance indicators (KPIs).
AI-driven digital solutions
Implemented in an effort to increase service levels and customer service, McCorriston explains, “The product recommender displays a list of recommended components to accompany a requested part. It does this by using AI to learn part sales patterns. The use of the product recommender has resulted in a 70% decrease in parts order errors and an increase in customer satisfaction.”
IDC’s Burian concludes, “… an AI-powered solution, such as a product recommender, could significantly improve customer-facing services involving spare parts while lowering workforce experience requirements.“
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