Editor’s note: The following is an excerpt from ServiceMax VP of Global Customer Transformation Patrice Eberline’s latest book, “Into the Diamond Mine: A Field Service Transformation Handbook for Executives.” Request your free copy today.
It has always amazed me how tiny little improvements, if made in the right places, can be built upon each other over time to create tremendous success and impact, both in our personal lives and in our business lives. The whole can truly be greater than the sum of the parts, and field service is no dfferent. Over the past 25 years, I have worked with all types of companies — some large, some small — and have seen many types of business and organizational structures — some traditional and some more cutting-edge.
Most of these companies were looking for that “silver bullet” that would unlock organizational wealth, company growth and personal success. Now you would think after such a long time searching, someone would have found that key, wouldn’t you? I seem to remember an “infinite monkey theorem” of popular culture, where it was thought that if a million monkeys were typing on a million typewriters, all the great novels could be written. Unfortunately there isn’t a single bullet. Nor, I’d argue, should there be. How could each of us effectively compete if there were only one way to operate, only one way to contribute, and only one way to bring value and impact to our businesses?
The key to transformation lies in the combination of strategies, process, and timing that will bring a uniqueness of value proposition to your customers and, ultimately, market share to your service organization. From a leadership perspective, it can also be a tough road. In addition to seeking the perfect mix of strategies for your company and culture, service leaders now have to juggle huge technological growth. Digitalization, globalization, and pace of innovation are allowing but also forcing companies to remain nimble, exible, creative and in touch with their customers more than ever before.
How could each of us effectively compete if there were only one way to operate, only one way to contribute, and only one way to bring value and impact to our businesses?
The key here is to understand that service transformation is not a light switch. It is a journey,
and one in which there are limitless combinations of strategies that, if put together in the right way, will take your field organization to new levels of success.
The Journey Toward Service Transformation
Let’s start by talking about the potential of the service organization. The reach and impact can be enormous, and the effect that field technicians, depot repair centers, and asset management organizations can make not only on customers, but on the financial picture of companies is, in many ways, just now starting to be seen.
For just a moment, think about your service organization.
Think about the way you are today and, more importantly, how you want to be tomorrow. Go ahead… think big.
Think about the ways in which you ultimately want to support your customers, the service and customer experience you want to create, and how you want to be recognized in the industry.
Now think bigger. Even bigger Still!
Service and the way you manage your service business will never be the same again. Ever.
Not to your customers, not to your technicians and organization, not to your company, and not for each of you as eld leaders. We are living in a time that many think we will look back upon as an age of disruption. The service-customer relationship will be transformed. New models will emerge, and yes, old ones will be replaced. Daunting? It can be. Challenging? Yes.
Service and the way you manage your service business will never be the same again. Ever.
But this evolution of service, which we will soon see in all industries and all geographies, can be the key to achieving tremendous financial success, greater market share, stronger customer relationships and innovative distinction in your market.
The advent of digital transformation, machine-to-machine communication, predictive service, machine learning, augmented reality and AI will make the days of simply responding to a “machine down” call a distant memory. The evolution of traditional reactive service to planned preventive maintenance service is now in many industries (and for most customers) simply “table stakes,” offerings necessary to gain any real customer base and secure service contract revenue streams.
Click here to request your free copy of Patrice’s book, and register for Patrice’s webinar with the TSIA’s John Ragsdale (Octoober 5) to learn tips for beginning your service transformation journey.
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