SERVICE MANAGEMENT
Aiming for service excellence: swimming or sinking in today’s digital economy Fortune doesn’t always just favor the brave – it also favors the prepared. Businesses that can achieve operational excellence through the effective use of enterprise data will be those that swim, rather than sink, in today’s service economy. BY DIRK MARTIN, CEO AND FOUNDER OF SERVICEWARE SE
WHILST CERTAINLY DISRUPTIVE, the pandemic provided a unique opportunity for organizations to reassess current business models and accelerate digital transformation efforts. Change became a necessity rather than something you could kick further down the to-do list, and businesses were forced to make rapid decisions that would determine their future. At the same time, many service models had to be revised or reinvented, since value chains came to a standstill or had to be radically redesigned when the offices, factories or stores were
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abandoned. It also became clear, that the profitability and thus the costs of every digital service (regardless of new, existing or adjusted) had to be recalculated and examined in detail in terms of its economic viability. After all, today only literally safe and pleasant processes convince an increasingly critical and demanding clientele. Nevertheless, the pandemic was not the trigger for the rapid digitization of services; rather, it ruthlessly revealed the failures of the past years, in which much was said about digitization and technology was introduced, but only a few business models were really consistently
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