Strategies and tactics for developing a world class service and maintenance portfolio for water treatment systems
The strategy for developing a world class service and maintenance portfolio for water treatment systems includes three main components. First, conducting market research and competitive analysis to identify key players, services they offer, customer needs, and global trends. This helps in understanding the competitive landscape and market demands. For example, surveying current customers can reveal pain points that are not being addressed by competitors.
Second, the development of comprehensive service packages is crucial. This involves defining various service levels such as basic, standard, and premium, and detailing what each package includes. For instance, premium packages might offer emergency repair services and remote monitoring, ensuring customers receive extensive support and value.
Finally, the strategy emphasizes implementing a customer-centric service delivery model. Key actions include recruiting skilled technicians, adopting a CRM system, and establishing a 24/7 support hotline. Creating a mobile app for easy service scheduling and launching a loyalty program further enhances customer satisfaction and retention.
The strategies
⛳️ Strategy 1: Conduct market research and competitive analysis
- Identify key players in the water treatment service market
- Analyse services offered by top competitors
- Survey current customers to understand their needs and pain points
- Evaluate global trends in water treatment technology and services
- Gather data on pricing structures and service packages
- Examine competitors' customer service and satisfaction ratings
- Assess market demand for various service levels
- Identify gaps in competitors' service offerings
- Determine geographic regions with high demand for water treatment services
- Collate findings into a comprehensive market research report
⛳️ Strategy 2: Develop comprehensive service packages
- Define different service levels (basic, standard, premium)
- Create detailed descriptions for each service package
- Include preventative maintenance checks in each package
- Offer emergency repair services in premium packages
- Incorporate remote monitoring and diagnostics
- Provide annual performance evaluations and reports
- Bundle consumables and replacement parts with premium services
- Develop training modules for customer staff on basic maintenance
- Set transparent pricing for each service level
- Test service packages with a select group of customers
⛳️ Strategy 3: Implement a customer-centric service delivery model
- Recruit and train skilled maintenance technicians
- Adopt a customer relationship management (CRM) system
- Set up a 24/7 customer support hotline
- Establish a feedback loop for continuous service improvement
- Create a mobile app for easy service scheduling and tracking
- Organise regular follow-ups with customers post-service
- Develop a loyalty and rewards programme
- Ensure technicians have access to the latest tools and equipment
- Implement a quality assurance programme to monitor service standards
- Promote the service portfolio through targeted marketing campaigns
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
