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.


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 © 2022 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


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.


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.


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.


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.


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

Get in Touch

Let us help you
transform and grow

By submitting your information, you agree to our revised  Privacy Statement.

Let’s Talk


Status message

We're eager to assist you! Please leave a message and we'll get back to you shortly.

By submitting your information, you agree to our revised  Privacy Statement.