Today, manufacturers, OEMs and service organisations face more complex challenges as economies become increasingly globalised. They face a mounting challenge to maintain a healthy bottom line while improving service standards and operations. From service supply chain management and planning, to efficient and accurate maintenance operations with up-to-date technical documentation, to providing end-users better service at competitive costs, the service ecosystem needs a new strategic approach.
Industry analyst, AMR Research, defines Service Lifecycle Management (SLM) as “a strategy that supports service organizations and helps them recognize their gross income potential. This is done by examining the service opportunities proactively as a lifecycle instead of a solitary event or set of discrete events. This helps to combine every service-based operation into a solitary, but complex, set of workflows and associated business processes.”
A typical service organisation takes into account the following areas: field service management, depot repair, service parts management, warranty and service contracts, technical information, service knowledge management.
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