Emails, phone calls, notes, and on-site inquiries: Requests come from everywhere, and assigning them is a manual process.
Customer Service Management (CSM)
Digital customer service for technical systems - structured, efficient and transparent
With SIMPL’s customer service management software, you can organize your technical customer service entirely digitally. You can manage tickets, service calls, and feedback centrally in one place and streamline your processes. This helps you maintain a better overview, reduce response times, and improve service quality.
Many channels, little overview - this is what customer service often still looks like
Inquiries scattered across email inboxes, phone notes, and people’s minds
Each email is assigned manually: which customer, which machine?
A customer asks about the status, and the search begins
The number of inquiries is increasing, but the team isn’t
All requests are consolidated; each one knows its machine
Whether it’s an email, a phone call, or a QR code on the machine: Everything is logged as a ticket in one place, linked to the customer, the contact person, and the machine.
One inbox for all channels
Automatic assignment to customer and Aaset
End-to-end through to execution: the ticket becomes the work order
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Since the introduction of SIMPL, we have been systematically cataloging our annealing equipment and systems. As a result, we now have complete transparency regarding our entire installed base, including maintenance records. Customer inquiries can be submitted directly via the QR codes on the equipment, and the tedious task of printing out manuals is finally a thing of the past.
Ralf Bistritz
Authorized signatory at WELDOTHERM Gesellschaft für Wärmetechnik m.b.H.
Customer Service That Thinks Ahead
From the moment an email arrives to its analysis: SIMPL takes the manual work off your back-office team’s hands.
Mailing & AI
The email is converted into a ticket, filled out by the AI
SIMPL reads incoming emails: The AI recognizes the customer, understands the issue, and creates the ticket correctly. When inboxes are full, that’s the difference between staying on top of things and playing catch-up.
AI automatically recognizes the customer and the associated system
The request is classified as: repair, replacement part, complaint
Status and priority are determined right away, and your team gets started immediately
„We now track customer inquiries and orders—including all service reports—centrally in a single solution.“
History
Every query knows its machine
Tickets, customers, contacts, and attachments are linked; the complete history is right next to them.
Asset History and Documents Directly on the Ticket
Previous cases involving the same machine at a glance
No need to search CRM, ERP, and email inboxes simultaneously
Mobile App
The request is converted into a technician assignment
If the ticket requires an assignment, it becomes a task: add it to the planning board; the status remains the same throughout.
Create an order from the ticket with a single click
Scheduling in the planning board, including the technician app
Ticket status and assignment status remain linked
Customer Portal & QR-Codes
Your customers help themselves
Customers submit requests via the portal or using the QR code at the facility and can check the status themselves.
Handle inquiries digitally instead of by phone and back-and-forth emails
Status and reports can be viewed at any time
Report a problem by scanning a QR code, without an app
Mailing & AI
Spanish or Turkish is no problem either
The AI translates foreign-language inquiries and helps formulate a response, right within the ticket.
Automatically translate inquiries in foreign languages
Have your answers drafted and revised
Respond professionally, even under time pressure
Response Times & Service KPIs
You know how good your service really is
Response times are automatically tracked, and requests are analyzed by type and error category. Service becomes a managed process rather than a matter of intuition.
Response times recorded automatically, without a stopwatch
Analysis by Request Type, Customer, and Error Type
Spotting Trends: What’s on the rise, and what’s going well?
Check out SIMPL in your own inbox
In just 30 minutes, learn how to turn scattered requests into a manageable service process.
A no-obligation consultation with our experts
Specific Ideas for Your Customer Service
Personal contact person
No preparation needed—just bring your questions
Frequently Asked Questions About Customer Service Management
What is Customer Service Management (CSM) software?
Customer service management software organizes customer service related to technical products and equipment: It consolidates inquiries from all channels into tickets, links them to the customer and the machine, and manages the process through to resolution, including on-site technician visits when necessary.
What sets SIMPL apart from traditional help desk tools like Zendesk?
Traditional help desks track tickets and customers, but not machines. In SIMPL, every request is linked to the equipment, including its history and documents, and the ticket can be converted directly into a technician assignment—complete with scheduling and a mobile app—as needed. These are precisely the two steps that generic tools lack.
How are email inquiries converted into tickets?
You connect your service inbox, and SIMPL takes care of the rest: Every incoming email is automatically created as a ticket. The AI identifies the customer and the associated equipment, classifies the issue (e.g., repair, replacement part, or complaint), and determines the status and priority so your team can start processing it right away.
Can our customers track the status of their requests themselves?
Yes, in the customer portal, your customers can view the status of their inquiries and orders, download reports, and submit new inquiries online. This significantly reduces the number of status-check calls and conveys a professional image.
What happens to inquiries in foreign languages?
The AI translates foreign-language inquiries directly within the ticket and helps draft the response. This allows your team to handle international inquiries without having to wait for colleagues with language skills.
How many inquiries does it take to make a ticketing system worthwhile?
As soon as inquiries get lost in the inbox, status follow-ups take up the whole day, or multiple people are working on the same inbox. In practice, this happens much sooner than many people think—often even with just a few inquiries a day—as soon as repairs, replacement parts, and complaints are all happening at the same time.
Intuitive operation that works right away
SIMPL is designed so that technicians, service managers, and workshop teams can start using it right away—without lengthy training or feeling overwhelmed.
Offline Capability for Your Technicians
Technicians can enter orders, forms, and photos completely offline—everything is automatically synced as soon as a network connection is available again.
Made & Hosted in Germany
Your data is stored in certified German data centers. Perfect for mechanical engineering firms and industrial companies with strict compliance requirements.
