Global Service Management Experience

Our hundreds of service management professionals around the globe have successfully delivered solutions for clients in a range of industries, including automotive, aerospace/aviation and high tech.

In the automotive industry, we worked with Ford to develop a service and parts management solution that combined technology, process improvements, new metrics and human skills to streamline service delivery and boost customer satisfaction.

Profit from Improved Service Management

Capgemini’s experience shows that successful service management strategies require a holistic approach and a realistic implementation plan.

Our extensive portfolio of service management solutions focuses on the entire service delivery value chain, from strategy to execution:

• Service strategy: creating new business models, identifying which services to sell, prioritizing new offerings
• Services supply chain management: forecasting of spare parts and planning, inventory deployment, fulfillment and reverse logistics
• Services customer relationship management: contact center solutions, touchpoint integration and CRM service optimization
• Supply chain event management and business intelligence: end-to-end visibility and event management, real-time performance measurement and web-based connectivity
• Entitlements and claims management/warranty and contracts: processes and technology solutions, warranty tracking and claims reimbursement, accurate entitlement verification
• Mobility field operations: extended enterprise support systems
• Outsourcing: core offerings and services evaluation, implementation and selection support

Service as a Strategy

Our latest service management research examines how best-in-class manufacturers from the aerospace and defense, industrial products, medical equipment and high tech sectors are adopting targeted strategies to boost their service revenues. Key factors for success include:

• Top-level management commitment to services
• An innovative service business model
• Motivating employees to shift focus from product sales to ownership experience

Sharing Insights and Solutions

Capgemini’s Service Management Insight Days help manufacturers develop their own transformation strategy and roadmap to the future. The program uses a 4-step process to help companies transform their service management operations:

1. Mobilizing key stakeholders
2. Assessing current operations
3. Designing the future state
4. Developing a roadmap that outlines the way forward

We provide a toolkit of best practices, case study examples and benchmarks to help you design and implement your service strategy.