The challenge in the transformation of the service organization
In addition to the major transformation projects (IT system rollout, PdM initiatives, etc.), a major challenge for service organizations are the numerous daily tasks in the various areas of the operational service business. Frequently, these are costly and often tie up technicians longer than necessary. In many cases, the planning of work and travel time as well as the route planning of the technicians is only based on empirical values. Not least because there is no active knowledge management.
Unclear error descriptions on the part of the customer and a lack of remote access also result in additional work and increased customer visits. These unplanned events lead to deviations from the plan. In addition, the absence of guided troubleshooting or remote support also causes long technician deployments, as each technician has to make their own “experiences”.
Further aggravating the situation is the fact that necessary qualifications are not listed centrally. As a result, they are not used for planning service calls. These are just some of the challenges in the transformation of the service organization.