{"id":5403,"date":"2022-04-29T13:42:26","date_gmt":"2022-04-29T11:42:26","guid":{"rendered":"https:\/\/www.digital-chiefs.de\/?p=5403"},"modified":"2026-04-04T10:55:40","modified_gmt":"2026-04-04T08:55:40","slug":"service-4-0-kundenservice-horizon-podcast","status":"publish","type":"post","link":"https:\/\/www.digital-chiefs.de\/fr\/service-4-0-kundenservice-horizon-podcast\/","title":{"rendered":"Service 4.0: Experten liefern Einblicke in den Kundenservice der Zukunft"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_row][vc_column][vc_column_text]<strong>Der klassische Kundendienst entwickelt sich dank Digitalisierung immer mehr zu Service 4.0, wo alle Prozesse zusammenlaufen und Maschinen zum Beispiel selbst Wartungs- oder Reparaturbedarf anmelden. Das wissen auch die Experten im ersten Axians Horizon Podcasts.<\/strong><\/p>\n<p>Nach Industrie 4.0 und Farming 4.0 macht immer mehr das neue Schlagwort Service 4.0 von sich reden. Der heute so viel verwendete Begriff droht dabei, schnell auszufransen und seiner Bedeutung innerhalb der digitalen Transformation nicht wirklich gerecht zu werden, findet Alexander Wassiltschenko, der bei Axians Deutschland als Leiter der Business Unit NEO Solutions &amp; Technology dem Gesch\u00e4ftsbereich Customer Service Solutions vorsteht.<\/p>\n<p style=\"font-weight: 400;\">Wie er in dem ersten Axians Horizon Podcast ausf\u00fchrt, verstehen er und seine Business Unit unter Service 4.0 die vollst\u00e4ndige Digitalisierung aller Gesch\u00e4ftsprozesse, sowohl der internen wie die Auftragsverwaltung und die Disposition, aber auch die externen Prozesse mit Einbindung von Gesch\u00e4ftspartnern und Subunternehmen im Kundendienst.<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h2>Aus dem Werkzeugkasten von Innovationen sch\u00f6pfen<\/h2>\n<p>Sein Kollege Jens Beier, der den Podcast moderierte und die Business Unit Business Applications &amp; Data Analytics verantwortet, wollte von ihm wissen, inwieweit sich Buzzword-Technologien wie Robotic Process Automation (RPA) und Predictive Maintenance f\u00fcr den Kundendienst unmittelbar nutzbar sind. Wassiltschenko h\u00e4lt den Einsatz dieser und anderer moderner Technologien f\u00fcr essenziell, um eine sichtbare Servicequalit\u00e4t bieten zu k\u00f6nnen und loyale Kunden zu haben, die das eigene Unternehmen weiterempfehlen.<\/p>\n<p>Innovationen wie Augmented Reality (AR), Predictive Maintenance und das Internet of Things (IoT) sollte man dem SAP-Experten zufolge aber als Teile eines Werkzeugkastens sehen, aus dem man sich den eigenen W\u00fcnschen oder Bed\u00fcrfnissen entsprechend bedienen kann. Manche Kunden setzten zum Beispiel AR ein, um mit Expertise von au\u00dfen remote neue Mitarbeiter:innen anzulernen und einzuarbeiten.<\/p>\n<h2>Digitale Unterst\u00fctzung as a Service im Kommen<\/h2>\n<p>Ein anderes wichtiges Anwendungsfeld sind Unternehmen, die ihre Anlagen und Maschinen selbst warten und instand setzen, aber im Ernstfall schnelle Unterst\u00fctzung brauchen und nicht darauf warten k\u00f6nnen, dass der Hersteller den Werksdienst aus dem fernen Ausland losschickt. Einige Kunden von Axians NEO Solutions &amp; Technology h\u00e4tten sich schon darauf spezialisiert, ihren Industriekunden quasi \u201eas a Service\u201c entsprechende digitale Services anzubieten.<\/p>\n<p>Und so sind im Ergebnis alle zufrieden, die Industriekunden aufgrund der Schnelligkeit und Kostenersparnis, die Hersteller, weil sie ihre Kunden auf die Weise halten k\u00f6nnen und im Austausch bleiben, so Wassiltschenko.<\/p>\n<p>Doch wie wirken sich die gestiegenen Kundenerwartungen auf die Hersteller aus? Ist der Einfluss von guten Service-Prozessen gr\u00f6\u00dfer geworden? Und wo gibt es f\u00fcr Unternehmen Hemmnisse, wenn es um die Implementierung von Service 4.0-Leistungen und -Services in die eigenen Strukturen geht? Das h\u00f6ren Sie in der Podcastfolge![\/vc_column_text][vc_raw_html]JTNDZGl2JTNFJTNDc2NyaXB0JTIwaWQlM0QlMjJsZXRzY2FzdC1wbGF5ZXItMjFhMTc5OTAlMjIlMjBzcmMlM0QlMjJodHRwcyUzQSUyRiUyRmxldHNjYXN0LmZtJTJGcG9kY2FzdHMlMkZheGlhbnMtaG9yaXpvbi1wb2RjYXN0LTY2ODU4ZDYxJTJGZXBpc29kZXMlMkZzZXJ2aWNlLTQtMC1taXQtc2FwJTJGcGxheWVyLmpzJTIyJTNFJTNDJTJGc2NyaXB0JTNFJTNDJTJGZGl2JTNF[\/vc_raw_html][vc_column_text]Jens Beier von Axians Business Applications &amp; Data Analytics, der den Podcast moderiert, freut sich schon auf die n\u00e4chste Beitr\u00e4ge mit vielen spannenden Themen und Experten aus dem Kollegenkreis von Axians und anderen Tochtergesellschaften von VINCI Energies. <a href=\"https:\/\/www.axians.de\/axians-horizon-podcast\/\" target=\"_blank\" rel=\"noopener\">Hier gelangen Sie zur ganzen Axians Horizon Podcast-Serie.<\/a>[\/vc_column_text][\/vc_column][\/vc_row]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>Der klassische Kundendienst entwickelt sich dank Digitalisierung immer mehr zu Service 4.0, wo alle Prozesse zusammenlaufen und Maschinen zum&#8230;<\/p>\n","protected":false},"author":10,"featured_media":5414,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_yoast_wpseo_focuskw":"Axians Horizon Podcast","_yoast_wpseo_title":"Axians Horizon Podcast: Tendances du service client 2024","_yoast_wpseo_metadesc":"Der klassische Kundendienst entwickelt sich immer mehr zu Service 4.0. 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