{"id":623069,"date":"2021-05-18T12:09:00","date_gmt":"2021-05-18T12:09:00","guid":{"rendered":"https:\/\/www.capgemini.com\/ca-en\/?post_type=research-and-insight&#038;p=623069"},"modified":"2025-04-08T02:12:23","modified_gmt":"2025-04-08T06:12:23","slug":"transform-customer-service-with-servitization","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/transform-customer-service-with-servitization\/","title":{"rendered":"Transform customer service with servitization"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2022\/05\/4091-Service-Revenue-Center-Landing-Page-web-banner.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:87% 41%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Transform customer service with servitization<\/h1><\/div><div class=\"inner-row-insight download-btn\"><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/transform-customer-service-with-servitization\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/ca-en\/insights\/research-library\/transform-customer-service-with-servitization\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">Industry leaders are rethinking their approach to service \u2013 not just to manage or recover from a disruption but also for thriving in a normal and competitive economy. Many companies demand greater service revenue, especially those that operate in industries where products are often treated as commodities.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>Initially deployed to allow customers to rent rather than purchase software, storage, and other capabilities, the servitization business model has since expanded to cover a variety of goods and services across all business sectors. One area in which this creates great impact is customer service, which has traditionally been more of a cost center. With servitization, it can be made into a center for revenue.<\/p>\n\n\n\n<p>A company can offer service levels with corresponding tiered pricing, enabling customers to select the exact amount of support they require or can afford. This gives consumers control over the service experience and attends to their needs with precision. And by exploring new opportunities to provide value-added offerings, the enterprise creates additional avenues for service revenue and growth, while delivering the high standard of experience demanded by its customers and earning greater loyalty in return.<\/p>\n\n\n\n<p>Capgemini understands that powering services with technology is vital for operating in the new normal. There are many options for service technology, ranging from simple to complex, with the critical factor being implementation. Using predictive models and artificial intelligence, for instance, enables a manufacturer to service its leased equipment before it breaks down. These service costs can be integrated into the servitization package and are fitting for many customers willing to pay for peace of mind.<\/p>\n\n\n\n<div class=\"wp-block-cg-blocks-autocloud-form undefined autocloudform\"><div class=\"section--autoCloud-form\"><div class=\"wrapperAutoCloudSection\" id=\"linkToForm\"><div class=\"container\"><div class=\"row\"><div class=\"col-md-12 col-lg-6 left-img align-self-center escaper-left\"><div class=\"carWheelImgWrapper\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/ca-en\/wp-content\/uploads\/sites\/30\/2021\/05\/cover-preview-service-revenue-centre.png?w=800&amp;quality=90\" class=\"box-img\" alt=\"\" style=\"object-fit:cover;object-position:50% 50%\" loading=\"lazy\"\/><\/div><\/div><div class=\"  col-md-12 col-lg-6\"><div class=\"autoCloudForm\"><h4 class=\"formHelpText\">Download our PoV, <em>Servitization can make customer service a revenue center <\/em>to learn more.<\/h4>\n\t\t<div class=\"mf_forms__container \">\n\t\t\t\t\t\t\t\t<form id=\"mf_form_508175_183989495\" class=\"mf_form__form row needs-validation\" action=\"\" method=\"post\" enctype=\"multipart\/form-data\" data-nosnippet>\n\n\t\t\t\t\t\t\t\t<input type=\"hidden\" name=\"form_id\" data-validate=\"number\" class=\"mf_form__id\" value=\"508175\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"form_title\" class=\"mf_form__title\" value=\"\" \/>\n\t\t\t\t<input type=\"hidden\" name=\"wp_rest_nonce\" class=\"mf_form__wp_rest_nonce\" value=\"c4e237ee0d\" \/>\n\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_conditional_logic\" class=\"mf_form__title conditional_logic\" value=\"\" \/>\n\t\t\t\t\n\t\t\t\t<input type=\"hidden\" name=\"mf_form_fields_country_dpo_field\" class=\"mf_form__title conditional_logic mf_form_fields_country_dpo_field\" value=\"\" \/>\n\n\t\t\t\t<!-- Anti-spam field -->\n\t\t\t\t<input type=\"text\" \n\t\t\t\t\tname=\"website_url\" \n\t\t\t\t\tclass=\"mf_field__url\" \n\t\t\t\t\tautocomplete=\"off\"\n\t\t\t\t\ttabindex=\"-1\"\n\t\t\t\t\taria-hidden=\"true\"\n\t\t\t\t\tstyle=\"position:absolute;left:-9999px;width:1px;height:1px;opacity:0;pointer-events:none;\" \n\t\t\t\t\/>\n\t\t\t<\/form>\n\n\t\t\t<div class=\"mf_form__success\" tabindex=\"0\" role=\"alert\">\n\t\t\t\t\t\t\t\t<p>Thank You! We have received your form submission.\t\t\t\t<\/p>\n\t\t\t<\/div>\n\t\t\t<div class=\"mf_form__errors\">\n\t\t\t\t<p>We are sorry, the form submission failed. Please try again.<\/p>\n\t\t\t<\/div>\n\t\t\t\t<\/div>\n\n\t\t<script>\n\t\t\twindow.MF_CONFIG508175 = {\"508175\":{\"errors\":[],\"redirect\":\"\"}};\n\t\t<\/script>\n\t\n\n<\/div><\/div><\/div><\/div><\/div><\/div><\/div>\n\n\n\n<p><\/p>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-28f84493 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\"><\/div>\n<\/div>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":27,"featured_media":623080,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":false,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"","featured_focal_points":""},"tags":[],"research-and-insight-type":[85],"theme":[],"brand":[],"service":[45],"industry":[],"partners":[],"content-group":[],"class_list":["post-623069","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","service-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - 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