The goal of your service organization is to deliver the best service at the right time and place to satisfy the customer’s service experience. The challenge is how to do it profitably. If your organization is wrought with inefficiencies that prevent profitability, the cause is likely a fragmented service network and outdated business processes. There is no consolidated view of service and product performance history for all to draw upon to improve real-time service decisions. Your organization is unable to improve efficiency and increase profitability.
Disconnected service functions and systems lead to profit eating inefficiencies such as wrong parts ordered or delivered to field technicians, warranty and contract costs that could have been avoided with the right information on hand, time-consuming errors during service events, low worker productivity, and other wasted resources and efforts.
Arming your service network with up-to-date service information, parts inventory for service calls, and real-time warranty coverage data gives service teams the knowledge they need to more efficiently and profitably perform service tasks. At a strategic level your organization has visibility into service and product performance that enables you to plan, deliver and analyze service outcomes to optimize profitability.
Process Improvement Opportunities
The most successful companies accelerate service improvements by transforming one or more of these key processes: