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Service Gets Its Game Face On

Historically, the service department has been the ugly stepsister to sales – the ‘beige’ of all business units as it were. But there’s a quiet transformation happening in organisations all over the world. So much so, that its impact is warranting a new leadership role: the Chief Service Officer. Service is (finally) getting its game face on.

If executed well, the commercial impact of getting the service department in order is significant. When you consider the returns - average productivity increases via mobile of twenty six per cent, twenty two per cent increase in service revenue, and a fourteen per cent cost reduction - then it’s easy to understand why the Chief Service Officer has arrived on the scene.

As service departments shake off their historical image as expensive cost overheads, and organisations embrace both servitisation strategies and the tools and technology to support it, the role of the Chief Service Officer will only become more prevalent. The attached infographic from ServiceMax explains the drivers behind this trend and its impact on revenue, customer satisfaction and productivity.

Vanessa Land
Devonshire Marketing
Tel: +44 (0)7768 693779

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