Servitization – from claims department to strategic business unit
Want to learn how to establish a service organisation within your company? Want to provide competent and cost-effective services while delivering quality experiences to your customers? This autumn, robotics, automation and drone SMEs can look forward to a special two-module event focused on Servitization. Business Development Managers Kim Als and Gert Josephsen explain why your company should not miss out on this opportunity.
Why offer this two-day module?
Over the past year, we have met with Danish robotics, automation and drone companies who shared their challenges with us. Our insights revealed that the robotics industry needs help delivering fast, simple and effective customer service. Common for most of the companies was their need to reduce machine and software breakdowns and downtime at their customers – which costs time, money and resources.
How can Odense Robotics members benefit from signing up?
Kim Als: Companies have difficulties providing effective services to their customers. Many companies do not focus strategically on customer service – and most do not have processes and resources in place to handle incoming claims and complaints when they occur. By having a strategic action plan for handling claims, companies can turn a profitable business.
Gert Josephsen: This is especially relevant for companies with customers outside of Denmark. Here processes are vital for ensuring quality customer service – not only when handling claims but also when it comes to pre-maintenance, as they can avoid machine breakdowns and downtime, and optimise services to customers.
What results can a company obtain by focusing on Servitization?
Kim: The modules (updated in 2023) will provide companies with the knowledge, inspiration, and introductory plans and methods they need to get started on setting up business units devoted to handling customer service. By having a service department and processes in place, you can increase your turnover. Most companies only count 1-2% of their overall turnover results from their service department. However, with service processes in place this number can increase to 15-45%!
Gert: By streamlining services, companies can also lower expenses and shorten the delivery of services. This is especially relevant for companies with distributors as they can establish new additional service packages, bringing in a new form of revenue - as well as ensure close communication with customers, which could result in recurring services.
In a few words, what is the biggest difference Servitization can make in a company?
Gert: All in all, companies can reduce workloads in several departments by compiling all claims and services in one strategically organised department – ensuring optimal service to customers.
Kim: At the same, companies will also be able to gather product information, insights, and data, which can then be utilised for the development of new technologies and studies.
Servitization will take place over two dates on 4 October and 2 November and participants can look forward to learning from professors from Danish knowledge institutions as well as from the experiences of a prominent Danish robotics company. Full programme to come!
Contact Gert or Kim to hear more: