What does the transformation of Service Operations mean?
The digital transformation of Service operations begins with a seamless, real-time integration of services with product sales.
Second, it is about establishing digital connectivity with customers, partners and suppliers throughout the services value chain.
Finally, it is about anticipating by using analytics and delivering consistent and continuous experiences throughout the customer life cycle to result in automatic renewals and new purchases.
Customer sentiment is crucial to brand perception and referral sales in the digital and social media era. To ensure that their clients experience the highest level of satisfaction throughout the relationship, highly successful organizations therefore approach services with a very different level of intensity. As a result, clients return to the company time and time again and recommend or endorse its goods and services in the marketplace.
These are the core transformation themes in which Ocey partners with clients in the Services function
Focus on Service Process Digitalization and Integration
To give customers a unified sense of value, it is crucial to develop the appropriate service programs and integrate them with marketing and sales. Services will be aware of what is expected of them well in advance of or immediately at the moment of a transaction thanks to such integration at all "digital points of client connection."
Establish fully integrated service logistics and delivery value chains.
The reduction of control points in processes is necessary in the age of digital acceleration. Depending on your business, significant levels of integration with 3rd party providers, spares, and logistics are required for this to be viable. Service operations should ideally play little to no part in the delivery of services. Better client engagements are produced by a reverse integration between Marketing and Sales that also automatically keeps everyone in the company informed of the general customer situation.
Reduce Customer Interaction by Investing in Service Analytics
Great service organizations strive to become "all is well" organizations, despite the fact that this may seem counterintuitive. This suggests that they make significant investments in analytics to know their clients on an individual level and to satisfy client demands without being questioned, which supports the idea of quiet dependability but availability when required.
