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Services Management
Trianz Partners with Leaders in Services Management to Develop This Function as a Source of Differentiation and Competitive Advantage The Trianz services management practice delivers world class business capabilities for large clients, helping them scale their service operations capability. Historically, service management was often either overlooked or seen as an afterthought. Typically, most organizations' efforts and resources went into improving the product based value chain of selling and delivering their products. However, as services' revenues increased and the perception of products became increasingly tied to the services offered, it became more important to address the needs of the overall services value chain and underlying service operations.
Today, at many large organizations, services management is being offered to complement products and to offset margin and revenue pressures. These include knowledge services, professional services, technical support services, managed service, and customer services. Developing an ability to effectively execute against the service goals is now clearly seen by business as a key differentiator.
Some of the many challenges facing an organization to scale the services' operations function are the following:
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Collaborate to Avoid Mistakes. Many service organizations are not able to collaborate with their marketing, sales, logistics, and delivery teams in the process of service definition that can lead to costly mistakes and dissatisfied customers. |
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Align, Manage, Identify, Respond. Aligning the service management platform to cope with managing customer profiles, managing the installed base information, identifying service entitlements, and responding accurately to customer enquiries can be daunting tasks. |
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Plan for a Seamless User Experience. It is often challenging to provide customers with a seamless user experience when services being offered are through partners, third party agent agents, and resellers. |
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Boost Productivity, Manage Costs. Increasing service productivity while delivering cost efficiencies has emerged as a two-fold challenge facing most businesses. |
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Run Service as a Profit Center. Very few organizations have figured out how to run a service operations function as a profit center and not only as a cost center. |
Trianz provides service management solutions to clients across the entire spectrum of service business functions-service strategy, service launch, service renewals, installed base management, service integration, service partner management, service pricing, service metrics, service entitlement, service contract, and license management. Through our experience working with various clients, Trianz has developed a deep expertise in these domains and executes various initiatives that deliver business benefits.
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Service Program Design and Launch. An effective and well thought out service program can deliver value for a customer and an organization, including its ecosystem of partners. Often, service programs lack the much needed flexibility to accommodate customer and partner needs. Trianz helps organization plan and effectively launch service programs that optimize value for the organization's entire value chain. |
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Customer Support Experience. Customer service experience is usually the single most important factor in defining a customer's perception of a product or service. Many organizations fail to realize the importance of differentiated customer service experience tied to customer and product profitability. Trianz works with customer service organizations across industries to clearly define the attributes and criteria for providing differentiated customer service. |
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Service Renewals. The service renewals business is a lucrative business for many organizations to grow and scale. Organizations struggle to make the right decisions between many trade-off-in-sourcing versus outsourcing, automation versus human touch, self-service versus agent directed, and flexibility versus structure. Trianz assists organizations in maximizing the potential of the service renewals function through process redesign, automation, and operations excellence. |
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Technology Enabled Service and Support. Using many prevalent social media concepts and themes, such as blogs and Twitter, it is possible to provide cost-effective service to customers. Giving the unproven nature and effectiveness of such technology enabled service and support methods, organizations are trying to develop cohesive strategies using a mix of traditional and non-traditional approaches. Trianz partners with leading support organizations to develop these strategies and execute on them to scale service organizations. |
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Service Analytics. Utilizing business insights gained through service analytics can allow an organization to get both top line and bottom line growth. Making data availability, maintaining quality, and ensuring completeness usually prove to be daunting challenges for an organization that is developing a strong service analytics engine. Trianz helps organizations use both process and technology to develop service dashboards to provide true leading business insights. |
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