 DMA Managed Analytics for Service and Support
The Opportunity: Many companies are looking to their services organizations for new, sustainable sources of margin contribution. To deliver this result, they need to tackle strategic decisions in areas such as services profitability, service growth opportunities, new service offerings development, services delivery performance, and customer satisfaction levels. The Challenge: In order to make these important decisions, companies need to have a full picture of their services organization. Data resides in many different source systems and organizing the information into one place often involves the use of ad-hoc spreadsheets and homegrown databases. Since this reporting can be tedious and time-consuming, information can be out-dated by the time it is assembled. As a result, decision makers may be underserved due to the lack of timely access to critical information. DMA managed analytics help you to: - Gain visibility into revenue and margin performance across regions, offerings, customers, segments, equipment types, service event types, and contract types
- Identify opportunities to sell more and longer service agreements
- Compare and gain insight into the adjusted margins accounting for global agreements, warranty expense, concessions, discounting, and regional differences
- Prioritize resources through Pareto analysis of top drivers
- Understand equipment and part reliability performance (MTBF)
- Analyze warranty costs and identify opportunities to reduce them
- Gain visibility to equipment performance and operations – parts fulfillment, field, repair center, tech support, and call center – and leverage benchmarking and best-practices
- Optimize account team performance, customer communication, and satisfaction with the DMA 360 Degree Customer Experience Map
Learn more about the DMA managed analytics for service and support:
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