Recent events such as the coronavirus pandemic have made one thing abundantly clear: Disruption will continue to play a starring role in the “next normal.” When the world went into lockdown, some companies went under while others sought new ways to do business. As a result, durable goods manufacturers and service organizations have had to rethink their operations and offer customers a service experience that meets their increasingly high expectations.
One way to accomplish this goal is to offer an end-to-end service experience. This allows organizations to deliver an even better value proposition to customers by becoming a one-stop-shop for all of their needs. And IDC research shows that’s exactly what consumers want. When asked to rank the top five drivers for their organization, service operation professionals cited three primary issues, including faster response to product quality and service issues, improved customer metrics, and the establishment of more capabilities around remote service, collaboration, and resolution.
The New Frontier of Service Delivery
Remote. Contactless. Self-service. These concepts are changing the traditional service delivery model—which has historically relied on in-person interaction—by shifting it to the virtual realm. To ensure the safety of both customers and service workers, everything from installations to repairs and maintenance is being optimized for contactless delivery. According to IDC’s 2021 Product & Service Innovation Global Survey, only one-third of product lifecycle management (PLM) and service lifecycle management (SLM) teams will collaborate regularly in-person moving forward, signifying a major shift from previous years.
This operational shift is also important for the long-term customer experience manufacturers and service organizations are able to offer. As some customers delay new equipment purchases due to the pandemic, they will need to keep their existing assets in good condition. That means service organizations should focus on delivering higher-quality service, not only to keep customers happy but to drive new revenue streams. In a competitive marketplace, this is a key differentiator.
Learn How Service Transformation Enhances Customer Value and Drives Revenue
Keeping up with customer expectations is easier said than done—and Mize is here to help. On September 30 at 1 p.m. EDT, Mize CEO Ashok Kartham will be joined by Aly Pinder, Program Director of Service Innovation and Connected Products at IDC, for a webinar to share key insights into current industry trends, highlighting how business transformation is driven by a service-forward mindset enhances customer value and drives revenue opportunities.
The webinar will cover a range of topics, including:
- Rethinking the service experience
- Driving strategic service transformation in a disrupted environment
- The role of digital capabilities to accelerate service excellence
Manufacturers and service organizations will continue to face challenges as the year unfolds. Even after the pandemic subsides, remote and contactless services will remain the norm. Learn how you can increase your competitive advantage, win customer loyalty, and infuse a service mindset into your company culture.
Gary Napotnik is the Chief Marketing Officer (CMO) of Mize. He is responsible for leading the overall global marketing strategy, branding, and product marketing to achieve Mize’s growth and business objectives. Gary has dedicated his career to building emerging technology marketing practices in the SaaS, IT Security, and GRC industries.