Strategic service management (SSM) is a
business strategy
In the field of management, strategic management involves the formulation and implementation of the major goals and initiatives taken by an organization's managers on behalf of stakeholders, based on consideration of resources and an assessment ...
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:
*Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
*Increased
customer loyalty
The loyalty business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or su ...
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
Avaya Holdings Corp., often shortened to Avaya (), is an American multinational technology company headquartered in Durham, North Carolina, that provides cloud communications and workstream collaboration services. The company's platform inc ...
reduced service parts inventory from $250 million to $160 million,
Sun Microsystems
Sun Microsystems, Inc. (Sun for short) was an American technology company that sold computers, computer components, software, and information technology services and created the Java programming language, the Solaris operating system, ZFS, ...
saved $40 million in the first year, and
Dell
Dell is an American based technology company. It develops, sells, repairs, and supports computers and related products and services. Dell is owned by its parent company, Dell Technologies.
Dell sells personal computers (PCs), servers, data ...
grew service revenues over 20% in one year.
See also
*
Command center
A command center (often called a war room) is any place that is used to provide centralized command for some purpose.
While frequently considered to be a military facility, these can be used in many other cases by governments or businesses. ...
*
Field service management
*
Service parts pricing
*
Spare parts management
*
Workforce management
References
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Strategic management