Strategic service management

Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:[1]

  • Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
  • Increased customer loyalty through improved post-sale service performance
  • Heightened asset accountability and tracking
  • Increased worker productivity
  • More knowledgeable workers to prevent common mistakes

Using strategic service management, Avaya reduced service parts inventory from $250 million to $160 million, Sun Microsystems saved $40 million in the first year, and Dell grew service revenues over 20% in one year.[2]

See also

References
  1. AberdeenGroup's Industry Traction of Strategic Service Management, December 2005, archived 2 January 2010
  2. "Yes Ma'am That Part Is In Stock". BusinessWeek. August 1, 2005.
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