Service, as a concept within the enterprise, has evolved over the past decade. What was once considered strictly a cost center—something provided to customers at-cost to maintain relationships—has become an important revenue source in many industries. That this transition has occurred during a time of increasing economic volatility is no accident.
When capital budgets are down, customers look for ways to maintain and support existing assets. In these circumstances, service isn’t simply an extra or a value-add; it is the product.
More and more, companies have recognized that selling service helps smooth the fluctuations in an unpredictable economy. Profitability, then, becomes a matter of increasing efficiency and reducing service-related expenses. That’s where service automation technology comes in.
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