By Sarah Nicastro, Field Service Evangelist, Future of Field Service
We talk a lot about the move to delivering outcomes and experiences rather than products and services. Why? Because that’s what today’s customers demand, and that evolution is what it will take to remain competitive and to differentiate your brand. There’s a near universal understanding among service businesses – and manufacturers servitizing their business – at this point that determining how to transform operations and internal complexity in a way that enables a more seamless, complete customer experience is critical.
What I think is less universally understood is the breadth of potential that exists delivering outcomes to your customers. Many organizations seem to equate outcomes-based service with guaranteeing uptime, which is most certainly an important aspect of an outcomes-based value proposition – it just isn’t the only aspect you should be considering. Don’t get me wrong, the purpose of this article isn’t to diminish the benefits of determining how to guarantee uptime – we’ve seen companies like Cubic Transportation have immense success in doing so.
My point, rather, is to think of uptime as a launching point for the potential of shifting to an outcomes-based service model, not the definition of an outcomes-based service model. If you can expand your view of how and why uptime is important to your customers, you can begin to see other ways your company can play a role in enabling their desired outcomes. Let me give a few examples to better explain: