Industrial Equipment | Service Design
The client, an industrial products and systems manufacturer in Maharashtra, wanted to better serve and retain its installed base customers. Recognizing that customers would benefit from preventative maintenance but needed help, they piloted a program of engineer site visits.
The project goal: Assess and develop a customer experience and positioning to serve ongoing needs and create stronger customer relationships.
Neal conducted stakeholder interviews, observed site visits and customers, and developed sales and marketing collateral, procedures, site wireframes, and service blueprints to support the new service. Positioning shifted from selling spare parts to improving and maintaining system and plant KPIs.
The service initiative resulted better relationships with plant managers, more insight into customer operational needs, more follow-on sales of spare and replacement parts, and more predictable inventory management from regularized orders.