proaxia Customer Self-Service Suite
Take your customer service to the next level – with the proaxia Customer Service Suite
Optimize your service processes and strengthen customer connections: The proaxia Customer Service Suite empowers service organizations to deliver service and support that is digital, efficient, and customer-focused.
With intelligent self-service features, you enable real-time communication and full transparency across the entire lifecycle of your equipment and components – from service quotes to the complete service history.
Leverage powerful modules to capture customer inquiries in a structured way, provide essential information centrally, and collaboratively plan service operations with your customers.
>99%
Availability for customers worldwide – around the clock
>65%
Customers prefer self-service over direct service contact
>30%
Increase in customer satisfaction
>99%
Availability for customers
worldwide – around the clock
worldwide – around the clock
>65%
Customers prefer
self-service over
direct service contact
>30%
Increase in
customer satisfaction
customer satisfaction
The key modules
Easily manage service requests yourself
Give your customers back control: With our Ticket Management module, service requests can be created, tracked, and processed quickly and easily – without waiting on the phone. Whether via web, app, or other channels, all tickets and the entire service communication are centralized and always available.
Thanks to the comment function and the option to upload attachments such as images or log files, direct and transparent collaboration between customers and the service team is enabled.
This way, you increase customer satisfaction, relieve your helpdesk, and create a modern service experience.
Clarity builds trust
Win customer trust with transparency and flexibility: With our Sales & Service Quote Management module, your customers gain early insight into costs and scope of services – even before service delivery begins. They can centrally receive, review, and, if needed, approve or request adjustments to quotes.
This builds trust, simplifies budget planning, and strengthens customer relationships.
Both service organizations and customers benefit from clear digital communication and a smooth coordination process.
Appointments that adapt to your customers
Offer your customers maximum transparency and flexibility for on-site service operations.
With our Service Appointment Management module, appointments can be easily scheduled, adjusted, or rescheduled – with preferred technicians and at the right time.
All information on past and upcoming visits is available at any time.
The interactive planning is directly linked to your dispatching (SAP FSM), saving valuable time.
This makes service not only more efficient but also more customer-friendly.
Everything at a glance, always available
Give your customers the confidence that their equipment is optimally maintained – with full transparency across all service operations.
Our Service History & Reports Documentation module provides digital access to all historical service reports and documents, stored centrally and securely.
Whether for tracking, documentation, or internal audits, your customers can find all relevant information exactly when they need it – accessible online or available for direct download.
This makes service traceable, trustworthy, and professional.
Invoices under control, available anytime
Give your customers full transparency over their invoices and payments – without any detours.
With our Billing & Invoice Management module, they have access to their complete invoice and payment history at any time, can check the current status, and download documents directly.
This reduces inquiries, speeds up financial processes, and saves valuable time – for both your customers and your team.
This turns billing into a digital experience.
Your machines and equipment in view, anytime and anywhere
Build trust through full transparency: With our Equipment Management module, your customers gain direct access to their installed base – across the entire product lifecycle. Whether warranty details, service contracts, or SLA data, all relevant information is centralized and always up to date.
In the future, new devices can be easily registered, and changes to location or contact persons initiated directly. This transforms equipment management into a digital service hub – efficient, customer-friendly, and future-proof.
Contracts under control, opportunities in sight
With our Service Contract Management module, your customers always have a clear overview of their service contracts – including durations, agreed services, and the usage of individual contract items. The direct link to the installed base creates transparency and trust.
In the future, contracts can be renewed or adjusted directly – for greater flexibility and additional service revenue.
This turns contract management into a strategic lever for customer retention and growth.
Plan maintenance, secure production
With our Maintenance Schedule Management module, your customers maintain full visibility of all planned maintenance activities – gaining valuable planning reliability. Early insight into maintenance dates allows production processes and spare part requirements to be perfectly aligned.
At the same time, it ensures that qualified technicians are available at the right time.
This turns maintenance into a strategic advantage – efficient, transparent, and customer-focused.
Real-time service, right in self-service
With the Live Chat Extension, you take your customer communication to the next level: Integrate a direct line to your service team into your customer self-service platform – for quick support, personal consultation, and maximum customer satisfaction.
Based on our CSS extension and Sinch Contact Pro (separate license required), the module enables seamless real-time communication with your service agents.
The solution is tailored to your system landscape and can be flexibly extended.
Seamlessly connected to your SAP environment
With full SAP Business Suite integration, CSS becomes an integral part of your SAP system landscape.
Whether SAP S/4HANA (Cloud & On-Premise), SAP Service Cloud (version 1.0 & version 2.0), SAP Field Service Management, or SAP BTP – the solution is fully compatible and offers preconfigured interfaces for fast and secure connectivity.
Enhanced by SAP Commerce Cloud, SAP Work Zone Advanced Edition, and the SAP Business Network for Asset Collaboration, it creates a holistic digital ecosystem that accelerates processes, consolidates data, and optimizes customer experiences.
Implementation & rollout at a glance
Your project approach with proaxia
Your project approach with proaxia
The right starter package for your company
The right starter package for your company
- Package price: €19,000.-
- Go-live: 6 – 8 weeks
Quick start with proaxia CSS – digitize customer communication in no time and create full transparency. Benefit from our CSS modules for equipment management, ticketing, field service appointment booking, status monitoring and notifications, as well as the exchange of important service and financial documents – all fully integrated with the SAP Business Suite.
- Solution demo and fit-to-standard scoping
- Setup and configuration of the SAP Business Technology Platform (BTP)
- Setup and configuration of proaxia CSS standard modules
- Integration with the SAP Business Suite: SAP Service Cloud, SAP S/4HANA Service, SAP Field Service Management
- Project coordination
- Training for administrators and key users
- Go-Live-Support.
