How to Select a Service Information Management Solution

Written By: Michelle Boucher
  • Service & Parts
  • 10/10/2017

In today’s highly competitive global environment, it is tough to stand out. Many companies view exceptional service as a competitive advantage. Providing customers with superior service is one of the best ways to build loyalty. To help them achieve their service goals, many companies procure technologies designed to support service information management best practices.

By implementing the right technology to manage service information, you can:

  • Enable your technicians to find, understand and trust your product and parts information.
  • Reduce customer downtime by improving first time fix rates.
  • Increase service and technician efficiency.
  • Significantly lower overall service costs by reducing unnecessary repeat service visits.
  • Improve your brand reputation through superior service.

To determine what companies should look for in a technology solution, Tech-Clarity identified Top Performing companies and analyzed what they do differently to help them achieve higher levels of success. We defined Top Performers as those which significantly exceeded their competition’s:

  • Revenue growth.
  • Profit margin expansion.
  • Cost reductions.

Other companies can then understand what Top Performers do and adopt those practices to help them experience similar results.

What are Top Performers' aftermarket service goals?

We first looked at what Top Performers are trying to achieve with their investments in service. Their top goals for 2017/2018 for service investments included:

  • Improving customer satisfaction (84%)
  • Increasing spare parts revenue (68%)
  • Increasing service productivity (63%)
  • Reducing part waste (58%)
  • Reducing part errors (58%)

Through these goals, it is easy to see the expected profitability impact of investments in service. By increasing customer satisfaction, you can expect to win their loyalty, which will lead to future business.

How do Top Performers plan to reach those goals?

Top Performers are also looking to increase their spare parts revenue while simultaneously lowering the cost of service.To achieve these goals, Top Performers have put several initiatives in place:

  • Get product information to the field sooner (79%)
  • Connect technical information to product support and field (74%)
  • Reduce duplication of efforts, use existing engineering info (63%)
  • Streamline technician access to technical information (63%)
  • Increase the use of graphics in documentation (58%)

These initiatives cumulatively streamline product information for service teams. By linking engineering information to service information, field staff obtain access to accurate, up-to-date product information. As a result, they arrive at the customer site knowing what the customer has and which spare parts may be needed. Service visits then become far more efficient, downtime is limited, and customers are happier.

To help them execute these initiatives, Top Performers look to technology. Tech-Clarity identified the top six criteria they look for in a solution. Tech-Clarity’s Buyer’s Guide for Managing Service Information shares their considerations and explains how certain features helped service organizations overcome some of the biggest challenges of managing spare parts information:

Extend PLM to Service Parts Information Buyers Guide

  • Service & Parts

About the Author

Michelle Boucher

Michelle Boucher is the Vice President of Research for Engineering Software for research firm Tech-Clarity. Michelle has spent over 20 years in various roles in engineering, marketing, management, and as an analyst. She has broad experience with topics such as product design, simulation, systems engineering, mechatronics, embedded systems, PCB design, improving product performance, process improvement, and mass customization. Ms. Boucher is an experienced researcher and author and has benchmarked over 7000 product development professionals and published over 90 reports on product development best practices. She focuses on helping companies manage the complexity of today’s products, markets, design environments, and value chains to achieve higher profitability.