Servitization

Over the past few years, Odense Robotics has met with Danish robotics, automation and drone companies who have shared their challenges with us. Our insights revealed that the robotics industry needs help delivering fast, simple and effective customer service. Common for most of the companies was their need to reduce machine and software breakdowns and downtime at their customers – which costs time, money and resources. Servitization helps members focus strategically on customer service, which can help them optimise their business and profits.

Learn how to develop a service organisation within a scaling SME that can provide competent and cost-effective services, while securing quality customer experiences.

The Servitization programme provides Odense Robotics members with the tools and guides them in how to think strategically on customer service, establish a setup and create their own strategic action plans for handling customer enquiries.  

The programme consists of two modules conducted in Danish (with a two-week gap in between, during which particpants will receive a homework assignment to work on), where participants will hear from professors from knowledge institutions and universities, and industry professionals, who will share cases and present tangible tools to help them get started on your international Servitization journey.

Speakers will share their insights on how SMEs can establish themselves as service organisations and deliver optimal service – and how this can be a stepping stone to increasing turnover and elevating their business. 

“By having a focused service strategy in place, a company can increase their turnover. Most companies only count 5% or less of their turnover from services, which has a potential of reaching up to 35% of the overall turnover, according to a research project from Copenhagen Business School. Over the course of the programme, we will help the participants focus on their customers and their needs, before then creating introductory plans.” - Andrew Hoff, Senior Consultant at FORCE Technology – one of the experts from the autumn 2022 programme of Servitization.

Get answers to questions such as:

• What kind of services do our final customers want or need?
• How do we sell our Servitization concept?
• What kind of services must be delivered by “feet on the street” and what to handle remote?
• Can we develop an overall business model for our new Servitization business area? If yes, how?
• What kind of competences are needed in the different departments (central, regional or local) to run an optimised, international Servitization business?

Optimal customer service, higher turnover and cost-efficient processes are only a few of the advantages of focusing on Servitisation.

By compiling all claims and services in one organised department, companies will also be able to reduce workloads throughout the company and gather new information and data on their customers, which they can then use to generate new business or develop new tech.  

“By streamlining services, companies can lower expenses and shorten the delivery of services, which can bring in new forms of revenue. This can also ensure close communication with customers and later result in recurring services.” - Kim Als, Business Development Manager in Supply Chain at Odense Robotics and programme facilitator. 

Companies will hear from professors from knowledge institutions and universities, and industry professionals who will share cases and present tangible tools to help them get started on your international Servitization journey.

Companies have difficulties providing effective services to their customers. Many companies do not focus strategically on customer service – and most do not have processes and resources in place to handle incoming claims and complaints when they occur. By having a strategic action plan for handling claims, companies can turn a profitable business.

This is especially relevant for companies with customers outside of Denmark. Here processes are vital for ensuring quality customer service – not only when handling claims but also when it comes to pre-maintenance, as they can avoid machine breakdowns and downtime, and optimise services to customers.

Results?

Servitization will provide companies with the knowledge, inspiration, and introductory plans and methods they need to get started on setting up business units devoted to handling customer service. By having a service department and processes in place, you can increase your turnover. Most companies only count 1-2% of their overall turnover results from their service department. However, with service processes in place this number can increase to 15-45%.

By streamlining services, companies can also lower expenses and shorten the delivery of services. This is especially relevant for companies with distributors as they can establish new additional service packages, bringing in a new form of revenue - as well as ensure close communication with customers, which could result in recurring services.

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All in all, companies can reduce workloads in several departments by compiling all claims and services in one strategically organised department – ensuring optimal service to customers. At the same, companies will also be able to gather product information, insights, and data, which can then be utilised for the development of new technologies and studies.

Two-module programme — conducted in Danish:

The next round will take place in spring 2025. Stay tuned for more info!

— Only limited spots available at first come, first served!

Please note: There will be a two-week gap in between the two modules, during which you and your colleague/employee will receive a homework assignment to work on. This ensures that you both get tangible examples from your company and that you become familiar with the methods. Therefore, the modules also require the participation of at least two representatives from each company.

The event is free for members of Odense Robotics with paid membership.

Want to hear more? Reach out to Kim Als, Business Development Manager, Supply Chain

Phone: + 45 92 82 55 52

Mail: kal@odenserobotics.dk