Strategic service management
Strategic service management (SSM) is a business strategy that optimizes a company's provided services through the effort of synchronizing: service parts and resources forecasting, service partners, workforce technicians, and service pricing.
Benefits of strategic service management[1]
- Revenue opportunity through the servicing of manufactured products experiencing decreased sales
- Leveraged customer loyalty through increased post-sale service performance
- Faster resolution time for customer support service calls
- Heightened asset accountability and tracking
- Increased worker productivity
- More knowledgeable workers to prevent common mistakes
Best practices[2]
- Bring field service management and parts logistics under one operational umbrella
- Address process deficiencies, clearly defining required improvements and success criteria, before evaluating technology solutions
- Leverage partnerships with service and logistics providers
- Prioritize aftermarket service as a top-line business opportunity
- Involve stakeholders early and often in transformational process
- Adopt a two-pronged approach to measure the efficacy of after-market services: operational and strategic
- Ensure SSM strategy is integrated enterprise-wide
- Shift focus towards forecasting and planning: technician capacity and work order demand
Results from strategic service management deployments[3]
- Avaya reduced Service parts inventory from $250 million to $160 million
- Sun Microsystems saved $40 million in the first year
- Dell grew service revenues over 20% in one year
See also
References