Predictive service maintenance - A step ahead
Author: Alpesh Chauhan, CRM Lead Consultant, Manufacturing, Infosys Ltd.
Proactive service maintenance is not just limited to preventive maintenance but it is also includes predictive maintenance. Service management is usually associated with negative experience as customer contacts service provider when product has some issues. But it can be turned in to positive experience if services are handled carefully and promptly, which can result in lesser asset down time and faster service resolution. That's why, it can be an opportunity for service provider to convert bad customer experience into a good experience. Of course, it is not easy task and risk is always high as if service provider is not able to provide better service, customer is gone forever and he may provide negative feedback for your products/services.
· Customer satisfaction rate
· Service revenue growths
· Reduction in service costs
· Asset availability
So what are service companies doing to score well on above parameters?
Right Information all the time of their customer asset Information, their service resources (Technicians) and Parts availability is key for any successfully service provider.
With Predictive analytics as added catalyst, service providers have already started playing major role in providing proactive services to customers. If you are already doing few of the above mentioned activities, you are already on right track. What are you doing to differentiate your service from intense competition? Let me know your views.