Forging A Service And Sales Partnership

The wall between sales and service activities is crumbling within many companies. Once largely viewed as a cost center, the role of the service organization has steadily evolved as companies recognize its potential as a source of new revenues and a valuable tool in strengthening customer loyalty.

Revenue from service continues to be an important contributor to top-line growth. According to recent data from The Service Council, average revenue from service was projected to grow from 35% of overall revenue for surveyed companies in 2013 to 37% in 2014.

Although service is now seen as a revenue center, there is often a disconnect between the service and sales organizations. Service technicians often serve as the “face” of the company, and spend much of their time directly interacting with customers. For this reason, they are potentially a valuable source of new sales leads. While on site, service agents can spot opportunities for new product sales or competitive product replacements, offer service contracts to clients, and even cross-sell/up-sell products or services.

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