Data Management & PLM

How to Deliver Higher Levels of Service

17 January 2018 | Team EACPDS


There’s no question about it, in business, we all have an area for improvement- and for many companies, this ‘area” has to do with service. Here’s how to deliver higher levels of service. 

According to PTC, and this infographic, a recent survey of more than 100 service leaders by Tech-Clarity discovered 54% of respondents experience poor customer satisfaction due to poor service information.

Think about how poorly managed service information could be impacting your customers and costing your organization money. It’s time to deliver higher levels of service. We can’t wait to show you how.

  1. Look at Current Processes

The first step to improving service delivery and documentation requires an in-depth analysis of how you currently manage service information. In order to successfully achieve higher levels of service, you must evaluate all aspects of your current people, processes, and technology.

  1. Recognize Areas for Improvement Needed to Deliver Higher Levels of Service 

There is always room for improvement! For example, do your service leaders need to search multiple locations to gather all required information? Have you ever-experienced situations where changes made during production were not documented? Would you say that your information is intuitively structured for service? Do you fully understand how product changes impact service? The list goes on and on, but it’s important to recognize the areas your organization may struggle with in order to take your service delivery to the next level.

  1. Realize the Costs of Your Challenges

Try to quantify what service challenges cost your organization. Companies dealing with poor service information management face real financial repercussions. Some of these business costs include poor customer satisfaction, extended downtime, high service labor costs and even damaged service and brand reputation and more. You must realize the cost your organization faces from poorly managed service information if you ever intend to achieve higher levels of service.

  1. Determine Your Needs in-order to Achieve Higher Levels of Service 

This is the part where you align business goals with initiatives. Perhaps for your organization, this could be as simple as getting product information to the field sooner. Maybe your company would flourish by connecting technical information to product support and field operations. What would happen if your company could ensure engineering CAD models remain linked so that information never became outdated? How might a new focus on improving technician productivity by getting the right people the information and parts at the right time, benefit you? Could your organization greatly benefit from an ability to leverage existing engineering data to produce service content? Whatever your needs are, it’s important to define them in order to achieve higher levels of service throughout your organization.

  1. Realize That Technology Is Your Key To Success

The truth is, the right service information management solutions can greatly improve your service levels. You could avoid many costly challenges by using software that dynamically publishes and delivers service information based on engineering and product data within a Product Data Management (PDM) or Product Lifecycle Management (PLM) system.

Just imagine, if your company implemented the right technology to manage service information, you could:

  • Enable your technicians to find, understand and trust your product and part information.
  • Reduce customer downtime by improving first-time fix rates.
  • Increase service and technician efficiency.
  • Significantly lower overall service costs by reducing unnecessary repeat service visits.
  • Improve your brand reputation through superior service.

By selecting the right software, your technicians will improve their ability to find, understand, and trust product parts information. Doing this will help your organization achieve higher levels of service and increase revenue. So what are you waiting for? It’s time to achieve higher levels of service and success.

Download the Service Transformation Journey Ebook

Want to learn more? Read the Service Transformation eBook

To create accurate, up-to-date technical information, 84% of OEMs reuse engineering data – converting engineering bills of materials (eBOMs) into service bills of materials (sBOMs). 

This eBook details the successes companies in the aerospace, automotive, and other industries have experienced as a result of transforming their eBOMs into sBOMs. Download now to read their stories.