Service Relationship Management: Moving from Chaos to Connections
What do industries like trucking, heavy equipment, agriculture, marine and power-generation have in common?
Big, expensive equipment. Equipment that’s loaded with sensors and equipped with telematics. Equipment that needs ongoing service and repair. Equipment that’s extremely costly when it’s offline.
Here are other things those industries have in common:
Telematic solutions collect information that isn’t shared consistently among OEMs, service technicians, and/or asset operators.
A multitude of one-off monitoring and reporting systems that don’t communicate with each other.
Historical service and repair histories that are often out of date, incorrect, or incomplete.
Poorly documented warranty processes.
All these inefficiencies are compounded by outdated modes of communications. Operators, service centers and asset managers—the people under pressure to minimize downtime and its associated costs – must wait on paper, phone calls, and emails to get the information they need to drive efficient repair and maintenance operations.
But What If…
If all these disconnected pieces are brought into a holistic asset service ecosystem, where information is connected and shared, seamlessly, the benefits can be significant – and nearly immediate.
Equipment uptime is immediately improved.
Service efficiency levels rise.
Asset utilization improves.
Returns for repairs decrease.
Loyalty levels soar.
This is where Service Relationship Management comes in.
What is SRM?
Service Relationship Management, or SRM, is a term coined by Decisiv to describe a connected end-to-end service process whose goal is to allow information to be efficiently accessed by the right people at the right time. SRM was born from a vision: that better service management can change how every commercial asset on the planet is acquired, managed, and serviced. You read that right. We said every.
We believed we could improve the entire service process by connecting all the disparate systems that collect data and information across the entire repair event to create one robust and dynamic system. In effect, we’ve established an asset service ecosystem that connects and enables collaboration between every participant and to every aspect of the repair and maintenance of every asset. What we’ve now seen is that not only can we reliably do that, but that it makes a measurable difference throughout the entire process—and beyond.
What makes SRM unique, and what makes these connections so powerful?
Decisiv’s SRM Ecosystem
The connections built to power the original Decisiv SRM cloud eventually evolved into an even larger and more powerful ecosystem.
But this didn’t happen by accident. It happened as more and more of our constituents experienced the value of true interconnectivity – they suddenly saw what had been missing – and word of this bold, new way of doing business started to spread.
Over time, it has become a complete system of engagement for a host of asset service management use cases, made increasingly effective as the number of connected elements grows. This allows ecosystem partners to connect and integrate existing apps to the platform and developers to build new applications and contribute to the growing Decisiv ecosystem.
We built SRM to allow for continued evolution as our customers’ needs change and we pursue adoption in new markets and new industries. In doing so, we’ve prepared for a journey that is long-term, deliberate, scalable, sustainable and highly profitable.
What Makes SRM Tick?
The Decisiv Core Services Platform is at the heart of SRM and allows the connections to be made with existing telematic tracking and monitoring apps, including legacy and aftermarket systems. That platform exists within a broader SRM “cloud” which connects the people, places, systems and things involved in the total repair event, and provides an IIoT (Industrial Internet of Things) framework that enables real-time connection and communication.
The SRM “cloud” also includes:
Additional data tools – allowing a given user to access and analyze information from the cloud to understand key trends and metrics with their asset (in the case of an OEM), or service process (in the case of a service provider)
Service event applications – configurable applications that allow all users to interface with the system for their specific needs around both input and output
Third-party applications – partner applications with related information can seamlessly feed into (and out of) the SRM cloud
All of this results in a dynamic real-time service management tool, tailored to the needs of each user. The impact goes straight to the bottom line for users of the system, producing direct and measurable gains in efficiency, asset utilization and uptime.
The Decisiv SRM solution is providing new levels of connectivity to the service value chain to enable real-time communication and collaboration, while also putting controls and notifications in place to ensure service event management consistency.
The Decisiv SRM Ecosystem has been over a decade in the making, and it continues to grow. Built on a collaborative platform, The SRM Ecosystem’s core function is to give all constituents the ability to drive an unrivalled level of asset service and utilization. Its integration with and across point-based legacy systems, combined with the ability to connect to new and emerging technologies, continuously delivers the ability to scale and innovate as it relates to service and repair across the life cycle of an asset.
At its core, the ecosystem makes service and repair more profitable. And it positions constituents to better withstand future changes in technology – because they have the entire Decisiv SRM ecosystem on their side.
Supporting now more than 4 million active assets in operation, connecting to 750 different points of integration, and managing more than 10,000 service events a day, it has fundamentally changed service management. Forever.
Interested in seeing what SRM can do for your business? Get a quick estimate with our online SRM value calculator.