Instead of simply providing products and services as a one-off occurrence, service organizations are slowly shifting to outcome-based services. Outcome-based services acknowledge customers wants and needs and provide value driven outcomes based on those needs. Focusing your services on outcomes could make all the difference in building customer loyalty and longevity, while improving your own bottom line. Here’s why your customers and business need outcome-based services:
Improved vendor relationships: Outcome-based service drives success for both customers and businesses because it creates sustainable customer relationships. Shifting your focus to predict customers needs mean you and your ambassadors aim to create an environment of trust - taking care of the issue even before the customer make a service request. This level of trust is amplified when the customer is involved in every step of the job, from dispatch to fix.
Reduced risk: Under the traditional model of reactionary maintenance, customers are faced with the responsibility of requesting service when a machine fails. To shift the risk away from your customers and create peace of mind, you may want to consider drafting service contracts or providing a subscription based service around proactive maintenance.
Competitive advantage: Focusing on long-term customer commitment edges out competition. Outcome-based transactions could mean years of customer loyalty as opposed to an ad-hoc relationship. The opportunities to build upon services will only continue to increase from there.
Consistent quality: For quality to become synonymous with your service organization, you must continue to set and meet business and customer standards. Use technology that collects and stores customer data so your technicians can gain insight into on-going maintenance before their scheduled job. Your customers will appreciate your technician’s skills and knowledge and your margins will continue to improve.
Outcome-based services pave the way for an industry-wide standard of quality that improve end-to-end customer communication, drive value, and increase revenue. Complement your service model with software that puts your customers needs first while improving your technicians response and fix time.
Source: Nexus Blog