While the products produced by consumer and industrial product manufacturers may vary, they do have at least one major thing in common…the increasing intensity of strategic focus that their leaders are applying to post-sale services as a means to combat forces of commoditization and increase their margin contributions from services. Leading manufacturers are establishing new performance benchmarks for their industries, deriving more than 50% of their revenues and 60% of their margin contributions from services as opposed to product sales, according to the Harvard Business Review. Whether you’re manufacturing industrial products, appliances or home entertainment equipment, the service delivered after the sales of product is becoming increasingly strategic to revenue, profits and competitive differentiation.
Business Characteristics shared by these industry areas include the complexities of globalization and the outsourcing of first call resources. Consider also customer demands for same day SLAs, process requirements for forward and reverse logistics, whole unit warranty and depot repair and it becomes readily apparent that an ERP system or point solutions will not suffice. When you include the need for management of mobile technicians and trunk stock, part chaining and End of Life management, the demand for software designed just for service is a given.
Servigistics has a proven track record of helping companies like Electrolux, Maytag, LG, Home Depot Supply, Diebold and others mitigate the risk associated with the delivery of the commitments they’ve made to their global customers. The Servigistics Service Lifecycle Management (SLM) solution integrates service workforce, service parts, service knowledge and service pricing management to enable companies to optimize their global services resources and profitably deliver on the service commitments they’ve made to their customers. Our growing list of consumer and industrial clients have realized that service excellence can only be achieved through a Service Lifecycle Management (SLM) solution – a software solution to maximize service profitability, competitive differentiation and customer loyalty.
