Service Models – Service Management

Sustainable Service Models in Service Management

The concept of service used to be viewed as a liability for manufacturers, who regarded it simply as a function for keeping customers up and running. Now, value-added service models and bundled service-with-product solutions can become a recurring revenue stream.

New, more-complex service models are also emerging, and manufacturers are looking to provide services beyond the products they produce to include complementary and competitive products. Some of these new services include extended warranties and performance-based contracts, which guarantee maintenance and uptime for a fixed fee. Also included are built-in upgrades, online customer service, and spare parts. Along with providing extra revenue, these types of services create customer satisfaction and loyalty.

Sustainable Service Models

In Uncommon Service: How to Win by Putting Customers at the Core of Your Business, four truths act as the mental cornerstones of sustainable service models: Continue reading Service Models – Service Management

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Clear Reasons for Moving into the Cloud

Lojas Renner Business Case

One of the primary reasons companies implement the software-as-a-service (SaaS) model is to focus on
their business rather than on their IT.

Or, as Lojas Renner CIO Leandro Balbinot says, “We’ll leave the technology to our technology partners. ”
In deciding to move to the cloud, Balbinot says, the critical time for Lojas Renner came at the very beginning, “when we were deciding about the tool and the model and choosing a partner. I was familiar with Oracle Hyperion Planning and knew how useful it could be for Lojas Renner. ” So why use the cloud ?

Before a company decide moving into the cloud, it must map its business processes to the new software tools its IT partner will provide—a task Christopher Koch, associate vice president of research and thought leadership at IT Services Marketing Association, says can be “a nightmare”.

“At any company, there are all sorts of different databases and applications hiding behind the walls. Cleaning it all up and integrating the SaaS application with the non-SaaS applications it needs to talk to are significant challenges.” However, says Nicolas Simone, director of process and corporate projects at Lojas Renner, the company was not simply mapping its processes to enable the move to SaaS; the ultimate goal was to improve them. “We’re collecting workflows in all the stores, ” says Simone. “We’re working in all areas of the company—the stores, the suppliers, logistics, internal support, IT—to improve our business. ” Lojas Renner’s main implementation challenge this year was to “review all the processes to enable us to use the Oracle Hyperion tool best, ” says Balbinot. But the real difficulty, he says, came not with the tool but with change management. “You always have to deal with the Golden Age syndrome, ” Balbinot says. “That’s the idea that things were better before. But we brought examples of ROI (Return of Investment) from other companies to show how we could do better with the new model. It took some time, but in the end, most people supported what we implemented.”

Now, says Balbinot, for the first time, a majority of Lojas Renner transactions are accomplished through company- issued credit cards, leveraging Brazil’s transformation from a cash- to a credit- based economy and prompting the CIO to consider moving the company’s database offshore. “We’re looking to grow faster than we can with a local database. We ran some security tests, and we think our data could be safer in an Oracle center in the U.S. than in a dedicated center in Brazil. In practice, high service levels are achieved when you have the right experts and standard infrastructure when moving into the cloud.”

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Switching from SharePoint to Oracle WebCenter

A four part video series showing how a solar company could make the switch from SharePoint to Oracle WebCenter.

Video #1: A Ray of Hope

  • An engineer makes the right connections across the company to get a product redesign into production quickly.

Video #2: Light of Day

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