Connect all customer service points, from the call center, support teams, and field service teams, to work on a single system. Happy customers, easy-to-use teams, and management gain a comprehensive view of the overall picture, leading to customer satisfaction
Services Insights
Transforming busy service tasks into measurable, impactful experiences
MOAI-CRM:
Service Insights
Is your customer service system creating more problems than solving them?
Customer service isn’t just about “receiving complaints,” it’s about “solving problems.” Yet, most systems on the market often…
- Cumbersome and IT-focused (like ServiceNow): Are you using a system designed for internal IT helpdesks to manage external customers? As a result, it’s slow, difficult to configure, and inflexible enough for fast-paced customer service.
- Overly complex and expensive (like Salesforce Service Cloud): You’re paying exorbitant prices for advanced AI and customization features that your team may not use, and you also need to hire dedicated experts to maintain the system.
- Fragmented features (like Zoho): With dozens of apps to choose from (Desk, FSM, CRM), it’s confusing to know where to start. Seamless integration between apps can lead to lost customer data.
- Forget the “Field Team”: Most systems end up on a computer screen. But in the real world, you have a team of technicians on the ground. Manual task dispatching makes tracking status difficult and slow
Service Insights
A single system that understands both the “service team” and the “technician team.”
We designed Service Insights to “close the gaps” in service work that other systems overlook, emphasizing simplicity and operational efficiency
1. Field Service Management
This is where we truly stand out! We seamlessly connect our call center teams with our field technicians, offering features that support real-world usage without the need for customization.
- Smart Assignment and Delivery: Manage all assignments and tracking in a single system with intelligent guidance.
- Mobile App: Technicians can check in at customer locations, take photos of the job site, update status, request parts, and close jobs with customer signatures instantly. The system also supports invoicing and payment processing.
- Flexibility Insights: We provide comprehensive insights for technician team management, including installation, repair, preventive maintenance, inspection, and serial management.
- Real-time Tracking: Managers, call center agents, and social agents can instantly see where technicians are, what they’re doing, and whether they’ve completed.
- Route Plan: This allows technicians to efficiently plan their daily travel, extending to travel expense reimbursement reports.***
2. Centralized Case Management System
Regardless of the channel through which a customer contacts you (phone, email, LINE, or Facebook), all matters are consolidated in one place
- 360-degree customer history: The service team instantly sees customer purchase information, contact history, and past cases, eliminating the need for customers to re-engage.
- Automatic SLA Management: Controls the Service Quality (SLA) to ensure no cases are neglected or delayed.
- Easy Performance Monitoring: Admin teams can instantly check the actual status and performance of repair, installation, maintenance, and service tasks.
- Knowledge Base: Create a database of answers to common issues, enabling the team to respond faster and enabling customers to search for answers themselves.
3. Measurable “Insights” (not just hard numbers)
We turn service data into insights that can be used to improve your business
- Manager Dashboard: Analyze average resolution time and first call resolution rates.
- Customer Satisfaction Measurement: Automatically send satisfaction surveys after a case is closed.
- True Problem Analysis: Find out which products or services receive the most complaints, so you can address the root cause.
Comparison Table:
Why “Service Insights” is the better solution for your business?
| Feature | MOAI-CRM: Service Insights | Global Brand 1 | Global Brand 2 | Global Brand 3 |
|---|---|---|---|---|
| Key Strength | Field service team management (Field Service) with ease of use | Smart AI and advanced customization power | Enterprise-grade automated workflows (IT-focused) | All-in-One modular system connecting multiple apps |
| Field Team Management | Excellent (core feature built into a single system) | Good (available as a Field Service module — expensive and complex) | Good (focuses on internal workflow, less flexible for field teams) | Available (as a separate app, e.g. Zoho FSM; requires integration setup) |
| Complexity | Low — ready to use immediately (team learns quickly) | Very high (requires dedicated admin expertise) | Very high (built for large enterprises) | Moderate (many features, somewhat scattered) |
| Onboarding | Fast setup (cloud-ready, supports Thai teams) | Slow and expensive (long implementation time) | Very slow and costly (large-scale project) | Moderate (requires learning multiple integrated systems) |
| Value for Money | High (pay only for what you truly need) | Expensive (often includes hidden costs) | Very expensive (targeted for enterprise use only) | Good value (lower cost but requires expert configuration) |
Service
Insights
Elevate your “Service Team” into “Heroes” for your customers
It’s time to transform your busy service environment into a system that impresses and sustains your customer base