Customer Services Portal

• Log in op de Philips Customer Services Portal (https://www.customerservices.philips.com) als Customer Portal Manager.
• Ga naar het tabblad ‘My Accounts’, sorteer op de naam van het account en selecteer het hoofdaccount.
• Gebruik de knoppen om accounts aan te maken of toe te kennen of contactpersonen te bekijken.
   

Bij het aanmaken van nieuwe gebruikers worden de datum- en tijdnotatie, de tijdzone en de taal ingesteld op de standaard CPM-waarden.

• Log in op de Customer Services Portal (https://www.customerservices.philips.com)
• Je kunt de taalinstelling wijzigen in ‘My Profile’

Log in op de Customer Services Portal en ga naar het onderdeel ‘Report Builder’ voor meer informatie over het opstellen van rapporten en voor handige informatie over het opstellen van veelgebruikte rapporten.

In de Customer Services Portal kun je op drie manieren een nieuw serviceverzoek aanmaken:

• Via het beginscherm
• Via het tabblad ‘Serviceverzoeken’
• Via het scherm ‘Gegevens bedrijfsmiddel’

Voer geen persoonlijke gezondheidsgegevens in of informatie waaruit iemands identiteit kan worden afgeleid.

N.B.: Als prioriteitsniveau 1 van toepassing is (bij een kritieke situatie) moet u onmiddellijk telefonisch contact opnemen met uw lokale Customer Service Contact Centre.

The CS Portal uses SalesForce ​Lightning technology and as such is not compatible with all browsers. As compatibility may change over time, we recommend checking the internet for the latest compatibility information. Using your search engine of choice, search for "supported browsers for salesforce lightning experience".

It is likely that your browser has the 'Pop-Up-Blocker enabled. Please check your browser setting and make sure that Pop-Ups are allowed for https://www.customerservices.philips.com

No you can't. Although it is possible to access both the old and the new CS portal, this can only be done using two different user-ids (you can, however, use the same URL for both portals). Keep in mind though that in the old CS portal you will not be able to create cases. Also, as soon as the new CS portal goes live in your country, neither installed product data (the assets), nor contracts nor cases will be updated in the old CS portal.

No, both CS portals can be accessed using the same URLs.

In the CS Portal, installed products are linked to accounts (the owner) with a location. In addition, contracts and warranties are also linked to the installed products. As it is possible that a contract and/or warranty is associated with an account other than the account of the installed product, these (other) accounts are shown as well. An example could be a CT scanner that is owned by account 'A' but the service contract is with account 'B'. In this case, the portal will show both accounts.

Philips is in the process of implementing a new state-of-the-art IT platform. As this new platform is vastly different from the old platform, the old CS portal had to ​be replaced. One of the major benefits of the new portal is that we use state-of-the-art technology that allows us to develop and release new features at a faster pace than before.

Unfortunately, the new Customer Services Portal does yet not have the functionality in place for historical cases to download the CFDs nor have the ability to receive them via an e-mail (like in the previous CS Portal). In case you have a need for these CFDs, please request them via your local Philips Customer Services representative.

SLCP stands for ‘Software License Configurable Product’. These are products in which the capabilities of the hardware are managed by a software license, which can be ‘moved’ from one piece of hardware to another piece of hardware via special tools available to your biomed department and qualified Philips engineers. 

Both hardware and software (license) are represented by ‘Installed Products’ and via the ‘SLCP tabs’ on the installed product details page (on both the installed product representing the hardware and the installed product representing the hardware) you can see the link between the two. This link is maintained by a dedicated SLCP server.

These historical cases are not available via the generic case lists. They can be accessed via the 'Historical Cases' button of the Installed Product details pages.

In order to reduce the risk of owning unused licenses, the portal automatically deactivates user accounts that have been inactive for more than 120 days. With this deactivation, the account assignment is also removed, which is why a user would experience the portal without any data. Please contact your local portal help desk to re-assign your account.

The 'Login and create password'/'Login and renew your password’ buttons in the account activation/password reset mails are active for 24 hours upon receiving the mail. Once expired, a password reset request must be submitted (see respective mail for contact details).

Like the old CS Portal, the new CS portal recognizes 3 roles, each with different capabilities as shown in overview below.

Strategic items are those items in our installed base that typically have a contract coverage relevance. At this moment in time the CS portal shows Ultrasound transducers.

Although we try to minimize the impact to our users, the implementation of a new IT platform and adherence to business standards does mean that new terminology is being introduced (good examples are the customer-facing documents like the CSRs (Customer Service Receipts) that have a new look and feel and have different terminology as well).

The list below provides insights on these

This issue probably occurred due to a setting in your (Chrome) Browser. Please follow the steps in attached document below to resolve the issue.

A password must be updated every 90 days (upon setting a password) adhering to the Philips IT Security Guidelines. A password must be at least 8 characters long and must contain at least one:

• Number
• Special character
• Lower case character
• Upper case character

"The 'Historical Cases' button can be used to view the cases closed before the Philips Customer Service organization moved from their legacy platform to the new ServiceMax platform. These dates are market (/country) dependent.