//////////////////////////
W
hen managed correctly, Service
Management entails a customer-
focused approach to delivering
Information Technology – providing value
to the customer while strengthening the
relationship. With the right software, assets
and products in place, both speed and
responsiveness can be achieved. Industry
specific Service Management software
solutions help businesses to perform
better, by supporting the delivery of
better equipment service; faster problems
resolution; and the efficient management of
the entire service process.
The first key function is work orders. The
tool must be able to track and manage
work orders for faster completion and
more accurate billing. Second is scheduling
and dispatch. The solution must help to
organisation to gain visibility into each
technician’s schedule and qualifications to
increase resolution speed and minimise non-
essential trips.
Third is service history. Does the software
offer access to complete historical data?
Without this access, informed decisions
cannot be made. This leads on to the fourth
key function; analytics. There’s no value to
the data if it cannot easily be analysed down
to the detail level.
Last is service contracts. The tool must track
and manage service level agreements with
maximum efficiency. Service supply chains
are often more complex than the supply
chain of finished goods. As a framework
to structure IT-related activities, and the
interactions of IT personnel with customers,
strategic service management meets the
needs of the customer without undue
complexity or supplier cost.
Every industry has unique needs and
challenges, so utilising industry specific
software is therefore paramount. Solutions
such as Infor Service Management
provide highly focused capabilities that
help companies compete effectively in
selected industries.
With specifications for contract service
organisations, equipment maintenance,
general manufacturing, hospitality,
facilities and HVAC, the solution delivers
unique benefits to each industry. In the
process, it develops a highly responsive,
www.intelligentcio.com
Jane Thomson, Managing Director at EOH
Infor Services
information-driven service organisation
that is capable of building trusting, long
term customer relationships.
Driving transformation in hospitality
Jane Thomson has also analysed the
hospitality industry and how it has
been affected by globalisation and
rapid digitalisation.
According to an Infor report, in 2016, 52% of
all travel reservations were made online, with
65% of same-day hotel reservations made
from a smartphone. Hospitality organisations
that don’t meet their customers’ need for a
digital presence and mobile operations will
soon become irrelevant.
Thomson says there are three key challenges
to delivering excellent customer experience
– internal operations, marketing operations
and technology foundation.
“When it comes to internal operations, front
of the house (property management and
guest management) and back of the house
operations often aren’t aligned, resulting
in inefficient workflow and operational
glitches,” she said.
“When these inefficiencies affect the
customer, their experience is tainted.
“Marketing operations should go much
further than the latest promotional
campaign. Every interaction with a guest/
INTELLIGENTCIO
31