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Service Delivery

Digital service delivery in 2023: 10 things you can set in motion this week

Nathan Field
Head of Customer Marketing and Brand

This article is one of our favourites from around the web. We've included an excerpt below but do go and read the original!

Original source:
  • January 5, 2023
  • Service Delivery

For advanced manufacturing, METS and mining companies, effective service delivery is critical for maintaining customer satisfaction and loyalty. Whether you are providing maintenance and repair services, custom manufacturing solutions, off the shelf products or other types of support, ensuring that your services are delivered efficiently and effectively will be essential for growth in 2023.

What is digital service delivery?

Digital service delivery refers to the delivery of services or support to customers using digital technologies. This may include using online platforms, apps, or other digital tools to provide information, resolve issues, or complete transactions. Digital service delivery can be used to support a wide range of industries and services, including banking, healthcare, education, and government services. By using digital technologies, advanced manufacturing and METS organisations can improve the efficiency and effectiveness of their service delivery processes and provide a more convenient and accessible experience for customers.

We’ve compiled a list of digital service delivery initiatives you can set in motion this week to get your team off to a good start for 2023.

Identify and prioritise customer needs

The natural first step in maximising service delivery is to identify and understand the needs and expectations of your customers. Surveys, focus groups, and other forms of customer feedback can be employed, but simply talking to your key account contacts will have the biggest impact by far.

By understanding the specific needs and preferences of your customers, you can tailor new or existing services to better meet their expectations. Prioritise existing customer needs, as this will allow you to focus your resources on the areas that will have the greatest impact for new business moving forward.

Today, how about empowering someone in your team to look back at 2022 customer request data to find trends?

Streamline processes and eliminate waste

In order to deliver services efficiently, it is important to identify and eliminate any unnecessary steps or processes that do not add value to the delivery process. Reducing waste and inefficiencies allows you to deliver services more quickly and effectively.

Today, ask yourself which points in the customer experience are frequently cited as hurdles by your team. How can you fastrack those moments and turn them into moments of opportunity?

Tomorrow, schedule a time for your team to look at your delivery, commissioning and/or installation process. Reorganise steps to see what sticks, explore the automation of certain tasks, or simply remove unnecessary steps that have just ‘hung on’ over time.

Invest in training and development

Providing your employees with the necessary training and development is essential for maximising service delivery. Ensure that they have the skills and knowledge needed to deliver high-quality services to your customers. This may include training on new technologies, customer service skills, industry-specific knowledge or investing in better ways of learning.

Today, consider what just-in-time skills could look like with a knowledge management platform like HINDSITE. Are there any frequently re-taught skills that could be incorporated into a learning experience in a digitised workflow?

Implement communication software

In today's digital age, there are a wide range of technological solutions that can help you to maximise service delivery via communications improvement. This may include tools for standardising workflows, tracking customer interactions, or increasing the rate communication and collaboration within your organisation. By leveraging software, you can cut down on repeated tasks and miscommunication to streamline your service delivery processes.

Today, compile a list of ways that your team communicates with each other, and circulate the list for suggestions on better platforms. I bet your team will have some cracking ideas.

Monitor and measure service performance

In order to continually improve service delivery, we know it is important to track and measure your performance. This may involve collecting data on customer satisfaction, response times, and other metrics that are relevant to your organisation. By regularly monitoring and measuring your performance, you can identify areas for improvement and make necessary changes to your processes.

Today, schedule a time with your team to gather ideas on what areas of service the organisation needs to improve on in order to improve customer experience. What metrics are best for each idea?

Invest in predictive maintenance

Implementing a predictive maintenance program can help advanced manufacturing companies to identify and address potential issues before they occur, leading to improved service delivery. By using sensors and other monitoring technologies to track the performance of equipment and systems, companies can identify problems in real-time and take proactive steps to prevent downtime and other service disruptions.

Today, spend 20 minutes researching Internet of Things (IoT) and sensor technology for your type of product. Send one idea to two colleagues.

Utilise remote service delivery

With advances in technology, it is now possible for advanced manufacturing companies to deliver service remotely, through methods such as remote diagnostics, telemaintenance, and remote expert assistance. By leveraging remote service delivery methodologies, companies can improve fix rates and and reduce costs while still providing high-quality service to their customers.

Today, watch how KLINGE does this with HINDSITE. Make a list of three skills employed by your subject-matter experts and how they could be force multiplied by a platform like HINDSITE.

Implement self-service options

By offering self-service options such as online FAQs, chatbots, knowledge systems and digital workflows, operational managers can reduce the workload on their frontline teams and allow customers to resolve issues on their own.

Today, empower one of your team members to review commonly revisited topics of support. How could you centralise answers to these questions in a way that speeds up the customers’ support experience?

Lastly, foster a culture of continuous improvement

Fostering a culture of continuous improvement is the surest way to ensure that you are continuously seeking out ways to improve service delivery. This may involve gathering and analysing customer feedback, implementing new technologies and processes, and encouraging employee innovation.

Today, consider what a ‘program of ideas’ could look like in your department or company. How can people be incentivised to look for new ways of doing things?

Moving the needle on one or more of these tactics this week will help you to improve operational efficiency and maximise service delivery within your organisation within the month. By triggering plans this week and continuously improving your processes over the course of the next month, you can ensure that you are providing high-quality services into 2023 that both meet their expectations and delight them at the same time.

We’re helping METS, advanced manufacturers and utilities companies give their frontline technicians access to skills and processes in a just-in-time fashion.

Learn more about how we’re doing it at

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