Establishing a collaborative service network encompassing embedded services, manufacturers, distributors, retailers, suppliers, and logistics providers helps connect each customer with the right capabilities to maximize customer loyalty and profitability.

 The main sections (or nodes) of a service network are :

Embedded Computers - equipment combined with next-generation wireless networking, providing information exchanges for fleet management and predictive maintenance.

Customer Portal – provides a single personalized access point to multiple aftermarket content sources, services, and applications.

Bi-Directional Communications - facilitates better logistics, enabling a reduction in inventories and improvement in customer response time. Manufacturers must know what factors make the dealers successful. Dealers must upwardly share the needs of customers. Distributors must anticipate future demands so they can plan their businesses accordingly. Suppliers must know the manufacturer’s demands and they must respond with details of their capacities and constraints.

Dealer Service Centers - manages parts, repair orders, field dispatching, and contracts for warranty and service.

Service Logistics and marketing - supports the manufacturer to coordinate all service activities to improve customer loyalty and profitability.

By maximizing the effectiveness of these sections or nodes of a service network, organizations are able to deliver total solutions to customers that differentiate their offerings from competitors.

The seamless extension of the service network across organizational boundaries brings operational efficiency, quicker response to customer needs, and service collaboration across all customer touch points. The result is maximization of the customer’s lifetime value.