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Articles by Guy Benjamin
From defense to offense: Digital B2B services in the next normal
In the wake of COVID-19, service organizations have faced the difficult task of balancing the immediate need for new safety measures and additional resources against the longer-term need to manage the recovery. Yet despite the vulnerabilities the pandemic exposed in their operations, some service companies are starting to redefine business-as-usual, allowing them to find a new path through the next normal.
From defense to offense: Digital B2B services in the next normal
After playing a crucial role in adapting service operations to COVID-19 disruptions, digital and analytics can help B2B service companies emerge stronger in the post-pandemic reset. In the wake of COVID-19, service organizations have faced the difficult task of balancing the immediate need for new safety measures and additional resources against the longer-term need to manage the recovery.
Performance Management 2.0: Tech-enabled optimization of field forces
In recent years, companies that manage large field forces have made great strides in improving productivity, safety, and customer satisfaction. However, despite multiple initiatives, including implementing lean management and process improvements, significant improvement opportunities remain untapped. The root of the problem lies with how companies manage and use the significant amount of data they already have.
Performance Management 2.0: Tech-enabled optimization of field forces
Businesses with large field forces have more reasons than ever to boost effectiveness and efficiency. New technology options can help shatter old barriers to higher performance. In recent years, companies that manage large field forces have made great strides in improving productivity, safety, and customer satisfaction. However, despite multiple initiatives, including implementing lean management and process improvements, significant improvement opportunities remain untapped.
Cracking the code of repair analytics
Increased availability of low-cost connected devices has made it possible to collect vast amounts of data from the field. At the same time, advances in machine learning allow companies to apply analytics to discover, interpret, and communicate insights. The combination is already opening new opportunities for those companies that are building significant new capabilities in a part of the business that long seemed resistant to change.
Cracking the code of repair analytics
Innovative industrial companies are swapping a reactive, manual, and labor-intensive repair lifecycle for one that’s proactive and automated, with machine learning and advanced analytics at its core. Increased availability of low-cost connected devices has made it possible to collect vast amounts of data from the field. At the same time, advances in machine learning allow companies to apply analytics to discover, interpret, and communicate insights.
Smarter, faster asset allocation for more coverage at lower cost
It’s a common phenomenon across industrial companies: leaders looking for opportunities to slash the operational costs of managing physical assets, even as they make bold moves to install yet more assets. For example, renewable-energy companies have increased wind-turbine installations across the U.S., while telecom companies around the world are building out new 5G networks. As these efforts expand, the need to optimize and reduce operational costs is only going to intensify.
Smarter, faster asset allocation for more coverage at lower cost
With careful planning, the latest technologies mean businesses can grow their asset bases without growing their cost bases. It’s a common phenomenon across industrial companies: leaders looking for opportunities to slash the operational costs of managing physical assets, even as they make bold moves to install yet more assets. For example, renewable-energy companies have increased wind-turbine installations across the U.S., while telecom companies around the world are building out new 5G networks.
Why are your customers calling you again?
It’s long been a fact of life that call centers often receive multiple calls from the same customers. Yet despite the availability of call data, few organizations fully understand the reasons behind repeat calls, making them hard to reduce or eliminate. Stay current on your favorite topics There’s ample financial incentive to fix the problem, as illustrated by a large US-based energy producer’s $200 million-a-year call center. About 20 percent of the calls received were repeats.
Por que seus clientes ligam novamente para você?
Descobrir por que os clientes continuam a ligar para seus call centers pode gerar economias significativas e resultar em clientes mais felizes. Não é possível negar o fato que os call centers costumam receber várias chamadas dos mesmos clientes. Entretanto, apesar das informações sobre as chamadas estarem disponíveis, poucas empresas entendem completamente os motivos que estão por trás de chamadas repetidas, dificultando que elas sejam reduzidas ou eliminadas.
Why are your customers calling you again?
Getting to the bottom of why customers keep calling your contact centers can generate significant savings. And result in happier customers. It’s long been a fact of life that call centers often receive multiple calls from the same customers. Yet despite the availability of call data, few organizations fully understand the reasons behind repeat calls, making them hard to reduce or eliminate.
The coming evolution of field operations
It’s Thursday afternoon when you get an alert from an embedded sensor. One of your machines at a customer’s production plant is about to go down. Your customer finds out when you do, and you both know that the asset is business-critical—if it goes offline, it will cost the customer millions. Within minutes, you line up on-demand technicians from an open-market source, all certified experts with this equipment.
The coming evolution of field operations
New technologies are reshaping aftermarket services—and both customers and providers can benefit. It’s Thursday afternoon when you get an alert from an embedded sensor. One of your machines at a customer’s production plant is about to go down. Your customer finds out when you do, and you both know that the asset is business-critical—if it goes offline, it will cost the customer millions.
La nueva evolución de las operaciones de campo
Las tecnologías emergentes están transformando los servicios de posventa, lo que puede beneficiar tanto a los clientes como a sus proveedores. Es jueves por la tarde cuando recibe una alerta proveniente de un sensor. Una de las máquinas fabricadas por su empresa está a punto de experimentar una falla en la planta de un cliente. Su cliente también recibe la alerta; ambos saben que el activo es crítico para las operaciones: si sale de servicio, puede costarle millones.
A próxima evolução das operações de campo
Novas tecnologias estão redefinindo os serviços pós-venda – e tanto consumidores como fornecedores podem se beneficiar disto. É quinta-feira à tarde e você recebe um alerta de um sensor embutido em um equipamento. Uma de suas máquinas na planta de produção de um cliente está prestes a parar. Seu cliente recebe esta informação no mesmo momento que você, e você dois sabem que o ativo é fundamental para o negócio – se o equipamento parar de funcionar, o cliente terá um prejuízo de milhões.
How lean is your field force--really?
Many organizations recognize that they need to improve the productivity of their field forces. The problem is that it’s hard to do. Simply put, there’s a lot to get right—and all the elements of the solution need to work in unison to fully capture the benefits. Stay current on your favorite topics The failure to take a well-coordinated, multifaceted approach to field-force management creates waste, increases cost-to-serve, and undermines customer experience.
Sua equipe em campo é de fato lean ?
Com a abordagem certa, o gerenciamento enxuto pode reduzir o custo de sua força de campo, mesmo melhorando a experiência do cliente. Mas acertar os detalhes é importante. Muitas organizações reconhecem a necessidade de melhorar a produtividade de suas equipes em campo. O problema é que isso é difícil de fazer. Simplificando, há muito para acertar - e todos os elementos da solução precisam trabalhar em conjunto para obter os benefícios.
¿Su personal de campo es realmente “ Lean ”?
Con el abordaje adecuado, las técnicas de Lean Management pueden reducir el costo de su personal de campo, y al mismo tiempo mejorar la satisfacción de los clientes. Pero es importante prestar atención a los detalles. Muchas organizaciones reconocen que necesitan mejorar la productividad de su personal de campo. El problema es que eso no es fácil. Sencillamente, hay muchas cosas por mejorar, y todos los elementos de la solución deben trabajar armónicamente para capturar los beneficios.
How lean is your field force—really?
With the right approach, lean management can reduce your field force’s cost, even while improving customer experience. But getting the details right matters. Many organizations recognize that they need to improve the productivity of their field forces. The problem is that it’s hard to do. Simply put, there’s a lot to get right—and all the elements of the solution need to work in unison to fully capture the benefits.
Aftermarket Services: The near-term growth opportunity in targeting the right customers
For industrial manufacturers, capturing organic growth through new-product development can be slow, costly, and risky—as necessary as long-term innovation may be. Companies easily spend years, and millions of dollars, on R&D, prototyping, customer research, and marketing before finding out whether the new offering will resonate with customers. Stay current on your favorite topics In contrast, growth through aftermarket services offers a comparatively short and straight path to new revenue streams.
Introduction: The services solution for unlocking industry’s next growth opportunity
A set of paradigm shifts is forcing companies to rethink their approach to services businesses, to promote both growth and operational efficiency. The increasing complexity of products and rapid evolution of technology have made it imperative for organizations to develop new service products tailored to customer needs.
How advanced analytics can help contact centers put the customer first
Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data. More and more, to put the customer first, the heads of customer service require the accurate and detailed performance information that real-time analytics can provide.
How advanced analytics can help contact centers put the customer first
Companies without advanced analytics are leaving significant customer-service improvements on the table. But to fully reap the advantages of advanced analytics, organizations must have the right foundations in place to make the most of their data. More and more, to put the customer first, the heads of customer service require the accurate and detailed performance information that real-time analytics can provide.
Introduction: The services solution for unlocking industry’s next growth opportunity
At high-growth industrial companies, services aren’t just an optional add-on, but an essential revenue driver deserving thoughtful investment. A set of paradigm shifts is forcing companies to rethink their approach to services businesses, to promote both growth and operational efficiency. The increasing complexity of products and rapid evolution of technology have made it imperative for organizations to develop new service products tailored to customer needs.
Aftermarket Services: The near-term growth opportunity in targeting the right customers
There’s a gold mine in aftermarket services. But companies first need to know where to dig—and how hard. For industrial manufacturers, capturing organic growth through new-product development can be slow, costly, and risky—as necessary as long-term innovation may be. Companies easily spend years, and millions of dollars, on R&D, prototyping, customer research, and marketing before finding out whether the new offering will resonate with customers.
¿Por qué vuelven a llamar sus clientes?
Llegar al fondo de los motivos que llevan a sus clientes a llamar reiteradamente a su call center puede generar ahorros significativos (y aumentar la satisfacción). Es un hecho que los call centers suelen recibir múltiples llamadas de los mismos clientes. Pero a pesar de tener a su disposición información sobre las comunicaciones, son pocas las empresas que comprenden cabalmente los motivos que conducen a esa situación, lo que las vuelve difíciles de reducir o eliminar.
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