Increasing competition and changing customer requirements in the service sector mean that adjustments and realignments of the service portfolio are necessary due to shifts in market share and margin distribution. The changed market situation also means that, in addition to technical expertise, customer orientation and satisfaction are decisive criteria in the selection of services and must be considered by companies.
Service and spare part performance are becoming more and more important due to the price pressure on actual product sales. However, many companies underestimate the importance of these areas, whereby strengthened customer loyalty and relationships as well as higher revenues represent only an excerpt of the multitude of benefits.
The goal is to exploit the full potential of the service business and to develop, as well as implement, a strategy for the service area. The service strategy should address an optimal alignment of the service portfolio, the spare parts business with existing customers as well as opportunities for customer recovery and an optimization of productivity. In addition to customer recovery, customer satisfaction is to be increased by integrating customers more strongly into the information flow.
Together with our clients, our consultants develop a holistic strategy to realign the entire service management. Therefore, we place the focus of the strategic measures on three areas. These areas include optimizing productivity, optimizing spare parts requirements, and improving customer satisfaction.
In the context of productivity optimization, our consultants support the optimization of capacity planning for technician assignments by implementing a route planning engine and specifically contributing to better plannability and avoidance of idle time. In addition, we help our clients to implement KPI key figures for better control and thus build up a monitoring system that shows our clients opportunities and risks.
To optimize spare parts requirements, our consultants help plan future needs with the help of digital monitoring to collect and evaluate real-time data. To this end, we facilitate the introduction of predictive maintenance to enable and consider predictive maintenance in addition to determining future needs.
In addition, the introduction of a customer portal will allow the customer to be more involved in communication in the future and thus, in combination with a significant reduction in service response time, improve customer satisfaction.
Extensive industry expertise and experience in service management enables our consultants to develop a service strategy with our clients. Successful implementation can result in an increase in service revenue of up to 15% in the first 12 months. In addition, the implementation of a customer portal, as well as the full integration of end customers into the process flow, increases customer satisfaction and retention.
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