Strategic service management

Strategic service management (SSM) is a business strategy that aims to optimize the post-sales service that a company provides, by synchronizing service parts and resources forecasting, service partners, workforce technicians, and service pricing. Benefits of strategic service management can include:[1]

* Increased revenue through the servicing of manufactured products that may be experiencing decreased sales
* Increased customer loyalty through improved post-sale service performance
* Heightened asset accountability and tracking
* Increased worker productivity
* More knowledgeable workers to prevent common mistakes

Using strategic service management, Avaya reduced service parts inventory from $250 million to $160 million, Sun Microsystems saved $40 million in the first year, and Dell grew service revenues over 20% in one year.[2]

## See also

* Command center
* Field service management
* Service parts pricing
* Spare parts management
* Workforce management

## References

1. ↑ AberdeenGroup's Industry Traction of Strategic Service Management, December 2005, archived 2 January 2010
2. ↑ "Yes Ma’am That Part Is In Stock". BusinessWeek. August 1, 2005. http://www.businessweek.com/stories/2005-07-31/yes-maam-that-part-is-in-stock.

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