Industrial services have been recognized as a lucrative source of revenue, and many capital goods manufacturers are increasingly getting involved with the aftermarket in their industry. The manufacturers typically have distinct support systems for their customer relationship management, equipment deliveries, service operations, and product development. Each of these systems includes valuable business information to support their service business. However, the limited interaction between these tools, in particular the service support systems that are used in the local service units, prevents the organizations from forming a comprehensive view on their installed base, the target of their service operations. This paper presents results from an in-depth case study performed at a capital goods manufacturer with global service operations. The paper discusses operational benefits in service processes that result from creating installed base visibility by connecting the diverse support systems. The results draw attention to the value of service operations not only as a source of revenue, but also as a source of business intelligence.
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