Service Excellence in Mechanical and Plant Engineering

Task

  • Creation and implementation of a service excellence concept to maximise customer satisfaction and increase service revenue
  • Creation of a realigned service portfolio

Industry/ Function / Environment / Expert

  • Mechanical and plant engineering
  • Sales (operational & strategic)
  • EBIT increase
  • Analysis: Market and competition, determination of after-market value, interviews with key customers, workshops along the entire value chain of the company
  • Concept: Definition of a service strategy based on the corporate strategy “Service Excellence” (fulfilment of core service promises, pro-active complaint management, personal service, etc.)
  • Realisation: Identification of customer expectations and needs, effective process innovation management, service transformation, implementation of service trends (localisation, digitalisation, customer orientation)
  • Entrepreneur Coaching
  • Proactive service organisation implemented
  • Service portfolio expanded with clear action plan for transformation to solution provider
  • Share of turnover increased from 20% (€ 6 million) to 40% (€ 12 million) of total turnover within 2 years
  • Mechanical engineering in the automotive / Tier1 environment
  • 100 employees
  • 30 million € turnover, service turnover 20% (6 million €)