Much has been made of the potential benefits of adopting at least some Servitization strategies within a service portfolio. However, the processes that need to be put in place are complex and a delicate balance between increasing profitability and overcommitting on contractual obligations needs to be struck. Here, Michael Blumberg, CMO of Mize, offers his guidance as to what systems of support are required to achieve a successful path towards Servitization...
There is a lot of time and resources spent today on trying to engage field service technicians in generating new business from existing customers, and for good reasons. Field service technicians are in a unique position in that they have insight to the needs of their customers which is unmatched by anyone else in the organization. They know the technology, understand their company’s capabilities and know the equipment the customer is using and what they are trying to achieve with it. They also generally have the trust of the customer. Who is better at identifying products and/or services that the customer can use to make improvements to their facilities and operations?
A Service Technician can affect your Warranty costs more than you think. The decisions and actions by a Service Technician (Tech) have a very significant impact the cost of warranty repairs. To reduce warranty costs, warranty and Service departments need to pay more attention to enabling the Tech to make right decisions, capture accurate information, and perform the repairs efficiently.
