Strategic service management (SSM) is a
business strategy
In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's managers on behalf of stakeholders, based on consideration of resources and an assessment of ...
that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:
*Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
*Increased
customer loyalty
In marketing and consumer behaviour, brand loyalty describes a consumer's persistent positive feelings towards a familiar brand and their dedication to purchasing the brand's products and/or services repeatedly regardless of deficiencies, a co ...
through improved post-sale service performance
*Heightened asset accountability and tracking
*Increased worker productivity
*More knowledgeable workers to prevent common mistakes
Using strategic service management,
Avaya
Avaya LLC(), formerly Avaya Inc., is an American multinational technology company headquartered in Morristown, New Jersey, that provides cloud communications and workstream collaboration services. The company's platform includes unified commun ...
reduced service parts inventory from $250 million to $160 million,
Sun Microsystems
Sun Microsystems, Inc., often known as Sun for short, was an American technology company that existed from 1982 to 2010 which developed and sold computers, computer components, software, and information technology services. Sun contributed sig ...
saved $40 million in the first year, and
Dell
Dell Inc. is an American technology company that develops, sells, repairs, and supports personal computers (PCs), Server (computing), servers, data storage devices, network switches, software, computer peripherals including printers and webcam ...
grew service revenues over 20% in one year.
See also
*
Command center
*
Field service management
Field service management (FSM) refers to the management of a company's resources employed at or en route to the property of clients, rather than on company property. Examples include locating vehicles, managing worker activity, scheduling and d ...
*
Service parts pricing
*
Spare parts management
*
Workforce management
Workforce management (WFM) is an institutional process that maximizes performance levels and competency for an organization. The process includes all the activities needed to maintain a productive workforce, such as field service management, human ...
References
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Strategic management