Service Management Revolution: 7 Key Strategies for the Mechanical Engineering Industry
The mechanical engineering industry is changing. New technologies, changing customer requirements and ever-increasing competition are forcing companies to optimize their service operations. In the following blog article, we would like to introduce you to seven key strategies that you can use to take your service management in mechanical engineering to a new level in 2023, while increasing efficiency and customer satisfaction.
1. Digitization and automation of processes
Digitization is a decisive factor for the future of mechanical engineering. To remain competitive, it is important to further enhance the service business by using automation and digital technologies. For example, use cloud-based software solutions to optimize the entire service cycle from order acceptance to efficient handling of service calls and invoicing. This not only saves you time, but also reduces errors and makes processes more transparent.
2. Artificial intelligence (AI) and machine learning
Artificial intelligence and machine learning can help make service processes in mechanical engineering more efficient. For example, they can be used to identify patterns in customer data that indicate necessary maintenance work or potential problems. This allows you to be proactive and prevent potential downtime. Use AI systems to evaluate real-time data from machines and optimize your maintenance service.
3. IoT and connected machines
Connecting machines to the Internet of Things (IoT) makes it possible to collect and analyze important data in real time. This not only helps with preventive maintenance, but also enables faster fault diagnosis and rectification. In addition, IoT technologies allow you to offer your customers additional added value through smart services, such as access to machine data that enables better production planning.
4. Measurement and analysis of service KPIs
To continuously monitor the success of your service strategy, you should regularly measure and analyze relevant key figures. These include, for example, the average response time to customer inquiries, the first-time fix rate for technical problems, and customer satisfaction after service calls. By systematically evaluating this data, you can identify targeted optimization potential and initiate continuous improvement processes.
5. Developing a customer-oriented service offering
A customer-centric service offering is crucial for high customer satisfaction. Offer your customers flexible maintenance contracts, training, and support solutions tailored to their individual needs. Consider the use of remote service technologies to provide quick and easy assistance.
6. Strengthening collaboration between sales and service
Close collaboration between sales and service is essential to better understand customer needs and provide tailored solutions. Ensure transparent communication and encourage knowledge sharing between the two departments. This allows you to exploit synergies and facilitate the sale of additional services or spare parts.
7. Training and continuing education for service technicians
In an increasingly digitalized and connected world, it is important that your service technicians are always up to date. Invest in the further training of your employees to ensure that they have the necessary skills to efficiently maintain and repair modern machines and technologies. Through targeted training and education, you can not only improve the quality of your services, but also increase the satisfaction and motivation of your employees.
Preserving service knowledge - tackling the shortage of skilled workers
Demographic change and the associated shortage of skilled workers are among the major challenges faced by the service departments of mechanical engineering companies. Experienced service technicians are retiring, and younger, less experienced, but digitally savvy colleagues are joining them. In order to retain the expertise of retiring service technicians, it is necessary to identify and bundle the existing knowledge in the company - and make it available to all relevant employees in the company using appropriate software.
In a modern service information system like Quanos SIS.one, all this knowledge can be integrated, intelligently linked, and shared. Thanks to sophisticated search functions, service technicians save a lot of time when searching for information - which ultimately also increases customer satisfaction. After all, work on site or via remote services is completed more quickly if the necessary information is available immediately and in a central location.
Would you like to experience for yourself how easy it is to find relevant service knowledge and spare parts information in Quanos SIS.one?
