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Service ops for the complexity of your products and speed of your contracts.

We build contact center environments for manufacturing and automotive organizations, connected to the CRM, ERP, and product systems behind every service interaction.

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Service is where company commitment meets customer reality

What gets sold is the product. What gets tested every day after is the service operation behind it.

Routine inquiries and technical diagnostics don't belong in the same queue.

Service traffic spans warranty registrations, parts orders, status checks, and high-complexity diagnostics. Treating them as one queue means routine inquiries slow down the technical ones, while technical issues disrupt resolution times for the routine.

Service knowledge shouldn't live across in three systems at once.

Customer history lives in the CRM. Product and asset data sits in the ERP or PLM. Service entitlement is in contracts that may or may not be linked to either. When systems aren't connected, agents spend valuable time switching between them.

Resolution windows are written into the contract.

A line going down, a dealer waiting on a part, or a warranty claim affecting a fleet contract: each carries consequences that show up in operational metrics within hours, and in renewal conversations within months.

Routing has to reflect a layered customer base.

End customers, distributors, dealers, OEM partners, and internal field service teams all reach the contact center. But they do so under different access rights, entitlements, and escalation paths.

What an effective service operation looks like in practice.

#01 Entitlement-aware routing
Inquiries reach the right team based on product line, issue type, and contract terms.

#02 Specialist access
Frontline agents pull in product experts without losing the customer or restarting the call.

#03 Product context at the desktop
Service teams open a call with the customer's history, the asset in question, and the warranty status already loaded.

#04 Continuity through handoff
Cases transfer between channels and teams without the customer or partner having to repeat themselves.

Cisco and Webex Contact Center deployments built for technical service operations

Routing logic tuned for product-line and entitlement-driven queues, with channel coverage across voice and digital channels. The scale to absorb seasonal warranty cycles, new-product launches, and recall events when they happen. Cloud, private cloud, and hybrid options are available so the deployment fits the production and IT realities of your organization.

b+s Connects: bringing the contact center into the CRM

b+s Connects integrates Cisco and Webex Contact Center with Salesforce, Microsoft Dynamics, and ServiceNow. The agent works from the CRM as a single workspace, instead of switching between the phone system and the customer record. Customer history, open cases, and service entitlement travel with the interaction the moment it arrives.

Conversational AI applied to triage, classification, and agent assistance

Conversational AI handles status checks, order lookups, and the routine intake work that doesn't need an agent. Behind the live queue, AI categorizes incoming cases by product, urgency, and entitlement, surfacing relevant technical knowledge to agents during the call. Human judgment stays in the loop for diagnostics, escalations, and anything the customer relationship depends on.

Modernization that doesn't stop production

Service operations can't go offline for a transformation project. Migrations from on-premise to cloud, expansions into new digital channels, and additions of AI-assisted handling proceed in stages designed around the production calendar and the service-level commitments already in place. Customer success and managed services handle the ongoing operational work after go-live, so the environment stays current as platforms evolve and as the operation grows.

Case study: context across every service interaction.

Daktronics: service operations for a complex, product-driven environment.

Daktronics manufactures large-format digital display systems installed in venues, transportation networks, and commercial environments worldwide, with a service operation supporting those installations across long product lifecycles. The contact center is where end customers, integrators, and field technicians reach the company when an installed system needs attention.

Working with Bucher + Suter, Daktronics integrated its Cisco contact center with the CRM workflows behind its service operation. Routing was structured around product, customer, and case context. Agents began working from a consolidated view of the customer and the installation. Handoffs between frontline support and technical specialists moved inside the workflow, so context traveled with the case rather than getting reconstructed at every step.

Read the Daktronics case study →

Service excellence at every turn.

One environment for voice, digital channels, and the systems behind your service operation.