AVEX launches new service portal

Service process optimisation

The audiovisual and IT world is constantly changing. Installed bases change rapidly, environments become more complex. More specialists are needed and the level of knowledge required increases rapidly. There is an urgent need to keep everyone carefully and proactively informed about ongoing service incidents and their status. This often involves a management environment with many different locations and contacts. All this is why we are now taking this big step with the implementation of a high-quality service portal.

The service management system we use for this is called ServiceNow. This is a leading global digital application, fully focused on supporting processes in a rapidly changing world.

What advantages does the service portal offer?

• Overview and transparency: always direct online access to all status information on current service tickets in one central location.
• More efficient collaboration: customers can report a fault at any time and follow the status in the customer portal, including all planning details.
• Easy access to knowledge articles selected by AVEX.
• Reliability and security: the customer portal always ensures data protection. Access is only possible for registered users.

In summary, this means that any customer who reports a fault to AVEX will from now on be able to access the service portal and track the status of the fault.

For our contract customers, reports and overviews of the installed base (the AV systems supplied by AVEX) are also accessible.

Step forward

We are pleased with this step forward in our service process and hope that all our customers experience the service portal as an added value in our services.