What does the transformation of Service Operations mean?


In a global study covering digital transformation across 20 industries, we asked over 600 leaders in Service management ‘what does digital transformation mean to your organization?’.

50% of respondents said digital transformations means sharing more information about their service businesses works through better websites and portals. The other half of respondents in the group stated that they were either making changes across the existing services value chain or inventing a completely new, digitalized services model.

However, when we studied the responses of the most successful services organizations based on results achieved, we found that 71% of this smaller group to better understand the definition of digital transformation services.

Perceptions of Service Operations Transformation - All Companies

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Source: Trasers


What is Digital Transformation of Service Operations? All Companies v/s Digital Champions

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Source: Trasers

In this age of digital and social media, customer sentiment plays a major role in brand image and referral sales. Highly successful organizations therefore take services with a very different level of intensity to ensure that their customers have the highest level of satisfaction throughout the relationship, This results in customers returning to the company again and again and referring or endorsing a company’s products and services in the marketplace.

quoteThe digital transformation of Service operations begins with a seamless, real-time integration of services with product sales.

Second, it is about establishing digital connectivity with customers, partners and suppliers throughout the services value chain.

Finally, it is about anticipating by using analytics and delivering consistent and continuous experiences throughout the customer life cycle to result in automatic renewals and new purchases.quote

We will help your Service operations evolve into an integrated, KPI driven and predictive operation that results in customer satisfaction and retention


Digital Enterprise Evolution Model™ - Service Operations

Service Evolution Curve

Copyright © 2020 Trianz


Historically companies paid more attention to sales transactions while viewing services as a ‘post-sale support’ function or a ‘necessary headache’ in some ways. The pendulum has now swung in the opposite direction.

A company’s success in the digital economy is highly correlated with the number of touchpoints it has with a customer. The most successful businesses connect with their customers 10 times or more in a year. In digitalized enterprises, consistent, undisrupted and the experience of ‘serving without being asked’ has become the name of the game. This demands a high level of process digitalization upstream with Sales and Marketing and downstream with partners, suppliers and logistics providers, to ensure a seamless experience.

Highly successful Services organization that excel in providing ‘expected services quietly’, retaining customers and reap the rewards of new sales focus on the following themes.

These are the core transformation themes in which Trianz partners with clients in the Services function


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Focus on Service Process Digitalization and Integration

Creating the right service programs and integrating them with Marketing and Sales to provide a unified view of value to customers is critical. Such an integration at all ‘digital points of customer interaction’ result in Services knowing what is expected of them well ahead of or right at the time of a sale.

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Create Fully Integrated Service Logistics and Delivery Value Chains

We live in the age of digital acceleration which requires a minimization of control points in processes. Service operations should ideally play little or no role in the execution of service and this is only possible with high levels of integration with 3rd party providers, spares and logistics, depending on your business. A reverse integration with Marketing and Sales also keeps everyone in the organization abreast of the overall customer status automatically, creating better customer engagements.

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Invest in Service Analytics to Reduce Customer Interaction

While it may be counter-intuitive, great service organizations endeavour to become ‘all is well’ organizations. This implies that they invest heavily in analytics to understand their customers down to an individual level and meet customer needs without being asked which promotes a concept of quiet reliability but available when needed.

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Promote a Predictive, Data-driven Services Culture

Service are often used for driving costs down to meet profitability needs or improving on-time delivery. Holistic service analytics capabilities across customers, delivery partners, parts suppliers, 3PL providers will begin to tell you the root causes of all major issues and help you drive improvements across the value chain.

Predictive analytics also help in ‘what if’ analysis and set the agenda and priorities for iterative transformations that deliver near term results while improving the overall operation.


Trianz has over 1.5M data points on digital transformation across industries - We bring a
data-driven approach to Service operations transformation

Trianz has invested in creating Trasers, one of the world’s largest databases on digital transformations with data from over 5,000 plus companies from 20 industries. We have spoken to more than 600 leaders in Finance to understand what transformations truly mean. As such we know where industries and companies within are in the continuum of transformations.

Our Service Digital Transformation Data

Scope: Service Current State, Vision, Priorities, Strategy, Investment Models, Technologies, Leadership and Change Management, ROI

  • 618

    Service Organizations

  • 18

    Industries

  • 6

    Global Regions Covered

  • 4

    Industry Segments -
    Small Businesses, Medium Businesses, Emerging and Large Enterprises

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State of Service Transformations

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Across the globe- only 7% of Services organizations or ‘digital champions’ as we call them, are delivering expected results from their initiatives and driving change. Using our Trasers digital transformation database, we help services organization take an objective, best practices led approach for strategy and prioritization, process digitalization, analytics and overall transformation.

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Our Service Ops Transformation Services


Our Service operations digitalization practice focuses on select areas to help drive transformations.

Services Digital Benchmarking & Strategy


  • Competitive Benchmarking of Services Ops Digitalization

  • Service Ops Transformation Strategy & Roadmap

Service Process Digitalization


  • Service Order/Requests, Service Contracts, Service Renewals, Customer/Install Base Management, Service Logistics

  • Custom/Specialized Business Processes

Service Analytics & Post-digital KPI Frameworks


  • Real-time and Predictive Service Analytics

  • Design and Deployment of Post-digital KPI Frameworks for the Complete enterprise

Our Service Ops Technology Services


Corresponding with Service Operations transformation consulting and advisory services, Trianz provides technology services in the following areas.

Service Applications Modernization


  • Service User Journey Mapping, UX & UI Design and re-architecture of Legacy Applications

  • IOS and Android Apps

Service Applications Integration, Automation & AI


  • Implementation & Integration of Oracle, Peoplesoft, SAP, Infor with Custom Applications

  • Service Automation (RPA) & AI

Service Analytics Implementation


  • Data Management, MDM, Governance, Data warehouses and Analytics on Cloud for all of Services

Migration of Services Data & Applications to Cloud


  • Migration of Services Data and Applications to AWS, Azure or Google Cloud

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State of Digital Transformation
Worldwide 2020 Report

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Will Andrews

Director
Digital Practice

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