In challenging economic and competitive climates it is easy to view service as a cost center and to cut back the tools and infrastructure necessary to support service business growth. In order to meet customer demands with the service organization, firms must ensure that the right technician gets in front of the customer at the right time and the right parts to ensure the end result of issue resolution.
The best organizations move even beyond scheduling the right technician for a job. They have looked to become more preventive and predictive in service as opposed to previous break/fix structures. This pro-active service not only prevents more assets from breaking down, it also shows the customer that they are important. The customer relationship does not end with responding to a customer problem. Resolution is imperative in meeting Service Level Agreements (SLA’s) with customers & maintaining a healthy partnership.
The importance of service continues to rise. Traditionally service is seen as a cost center, but over the last years it is recognized as a potential profit maker having huge impact on the customer experience and satisfaction. Competition, customer share of wallet and shrinking product margins has spurred both a need and an opportunity for service excellence and in particular improvements in service.
Dynamics Software offers proven solutions for the Service Industries which include: