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Bain defines operational excellence as “executing on your promise to your customers and doing it in an efficient and profitable way”. We happen to agree, especially as it pertains to aftermarket sales and service.
How can you serve your customer best if you don’t know which customers to call when, about what specific product or asset? You’ve got thousands of units in the field, but do you know which equipment is where? Do you know when it was last serviced or the bill of materials (BOM) of the equipment in question? And who at your customer is accountable?
Here in lies the challenge: how do you serve your customer in a scalable, repeatable manner so you can execute on your promise in an efficient and profitable way?