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Customer support organizations are focused on an emerging truth: Proactively using intelligence from the post-production service chain will increase revenue while improving product design, manufacturing quality, and customer growth and retention.
However, moving from a design-centric to a customer-centric organization involves a number of challenges. Many organizations cannot adequately integrate information from sales, service, manufacturing, engineering and purchasing. Product problems are often not anticipated in time to avoid costly and dangerous product failures, brand erosion and litigation. Incessant customer demands across multiple time zones make it difficult to reduce inventory without sacrificing customer satisfaction.
With global competition tightening product margins, how can you turn post-production service into a competitive advantage that drives revenue?
SAS Service Intelligence helps organizations monitor, predict and optimize their entire service chain to transform after-sales support operations from disconnected cost centers into integrated profit centers. The solution set enables organizations to gain a competitive advantage by retaining satisfied customers and improving brand image. This family of flexible, extensible solutions includes prebuilt, service chain-specific data and analytical models, as well as streamlined processes and techniques that speed up both implementation and results, giving you a fast track to significant ROI.
SAS Service Intelligence features:
- SAS Service Parts Optimization to forecast
short-term, new-part and lifecycle parts demand. The solution calculates
optimized inventory and order quantities for parts distribution systems,
helping you maintain adequate stock levels, maximize response times and
improve customer satisfaction.
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- SAS Service Operations Optimization to
analyze operational data by product, customer, time, geography, service
code, call agent, service provider, technician, etc., and then identify
the root cause of inefficient internal processes. This solution includes key features such as call pattern
and resolution analysis, call center optimization, financial analysis
including suspect claims, and service provider performance rankings and
forecasts.
- SAS Warranty Analysis to integrate warranty
data with key customer, product, manufacturing and geographic information,
enabling informed, timely decisions and reduced warranty costs.
Key benefits
- Increase revenue. Differentiate your organization
from competitors with a service value proposition that promotes customer
loyalty and expands opportunities for customer service contracts.
- Improve customer satisfaction and retention. World-class
predictive analytics and reporting help organizations identify emerging
issues, determine their root cause, and resolve issues before they
become customer problems to consistently meet or exceed customer expectations.
- Ensure better processes and quality. Intelligence
acquired from the aftermarket service chain can create a process-centered
view of product and service quality that can inform continuous, incremental
changes to front-end supply, design engineering and manufacturing
processes.
- Optimize all resources across the service chain. Predict
and optimize parts, people and all key resources to provide the right
parts and labor at the right place and time. The result is a balanced
and effective service chain that improves customer satisfaction and
ensures optimal inventory and resource costs.
Delivered through the SAS Enterprise Intelligence Platform, SAS Service Intelligence allows customer service organizations to integrate vast quantities of data from previously separate sources across the post-production environment, apply analytics and advanced forecasting techniques to fuel process improvements, and deliver results to decision makers across the service chain.
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Industries
Activity-Based Management
