Many product-centric organizations that manufacture high-quality goods are increasingly offering repair and maintenance services to their customers. They are not only sellers but also service organizations that offer maintenance services or repairs. Think for example of Canon (not only makes and sells cameras and printers, but also offers maintenance and repair services), the NS (not only responsible for transportation, but also for the maintenance of equipment such as train sets) or a telecom provider such as KPN.
Often these companies have some common denominators. For example:
- many customer service employees to schedule appointments and work;
- large and complex assets;
- a strong need to optimize schedules;
- many people and vehicles that are often on the road.
Digital transformation and a high degree of systems integration are crucial for managing and supporting all these tasks, processes, vehicles, and employees. And it is often here where the issue issues arise. In this article, we look at a number of perhaps recognizable challenges to explain why digital transformation and systems integration are still often challenges for tech companies and service providers.