Category

Servitizaiton & Outcomes-Based Service

Category

 Greg Parker, who has 20+ years of experience with brands like Hussmann, Trane, and Thermo King, shares some real-world insight into some of the common challenges that slow Servitization progress within organizations.     Sarah: Welcome to The Future of Field Service podcast. I’m your host, Sarah Nicastro. Today, we are going to be taking a real world look at what slows servitization progress. Servitization has been a buzzword in the industry for the last…

 Reeve Bunn, President of DSL, talks with Sarah about how COVID-19 has accelerated the company’s pace of change, how he promotes an innovative culture within the 104-year old company, and how he stays focused both personally and as a leader on what’s most important.     Sarah Nicastro: Welcome to the Future of Field Service Podcast. I’m your host, Sarah Nicastro. Today, we are going to be talking about how COVID-19 has accelerated the pace…

One of the topics that has come up in the majority of conversations I’ve had with service leaders battling the challenges of COVID-19 is how it has impacted the way in which they need to serve their customers. The biggest wants and needs of their customer base look far different than they did just four months ago, and this is forcing companies to be creative and innovative to adapt to new demands. Practically speaking, many…

Having now dealt with COVID in the US for about 100 days, we’re starting to get a better picture of the edges of the crisis, however flow-y as those edges might be. Obviously the parameters are always moving, but I think it’s important not to lose sight of the benchmarks of where we find ourselves, where we’ve been, and what comes next. For that reason, I would like to submit a few stages for consideration:…

The COIVD-19 crisis, among its many, many effects, has shown many businesses that their product categories and go-to-market strategies are much more fragile than they may have thought. To address this, many businesses are simply hunkering down, while others, like Munters, are finding new ways to do more with less. Another important consideration that Sarah touched upon last week is how businesses are moving to diversify their revenue streams. I wanted to take that concept…

The transition from the historical Service Level Agreement (SLA) model to a more broadly defined Servitization model is upending the global field services community. In fact, the movement away from a decades-old SLA service delivery model that typically guaranteed 4- or 8-hour on-site response, quarterly PMs (Preventive Maintenance) and online customer technical support is quickly being replaced by a “new” model that is built on a foundation of outcomes-based performance targets and metrics. For example,…

  Arguably the most high-profile trend in service management today has been the transition from traditional break-fix models towards outcomes-based contracts. This means that rather than treating service like an insurance plan, or charging for parts and labor only after service has been delivered, organizations are building contracts based on things like uptime, output, and time to resolution. The benefits of this new approach are obvious—you’re creating contractual revenue, providing a value-add to your customer,…

Recently I was hit by a peculiar targeted advertisement: A major automaker’s car subscription service. My interest being piqued, I clicked on the ad. From where I was standing car subscription services have always existed, and were called leased vehicles, and after some puttering around their very snazzy new website, I inferred that at its heart, this “subscription” was a millennial-oriented rebranding of that concept. As I dug deeper, though, it became increasingly clear that…

It’s the end of December and that means one thing: There’s probably a new Star Wars movie coming out. Rapt as I am about the many technologies disrupting the world of service, my love for Star Wars stretches back slightly further in my life, so I thought it’d be fun to take the quiet time between Christmas and New Years to mash them together. For as technologically advanced a society as we see in the…

Around this time two years ago, I wrote an article about the frustration associated with consumer location tracking for field operations, as organizations were, at the time, tinkering with Uber-style city overlays with real-time vehicle tracking. I stressed how important it was to be thoughtful about what—and how—you’re sharing information with your customer. Vehicle tracking may seem initially like a good idea, but as a technician takes turns moving them away from a customer site,…