Services Transformation and Innovation Group LLC

Most Services organizations today evolved from basic product support and warranty services to more added value or solutions services. Services evolved due to customers demanding more for less and because of complexities of living in a connected world. Yet, most services were not designed to be customer centric, efficient and cost effective. The revenue and profits for services have come to the CFO / CEO's attention as a larger piece of today's business. The business evolved to its current state without proper planning. We can help through service re-engineering and intelligent design. We start with your customer's success in mind and work to deliver true customer value.

• Customer Experience Management 
• Customer centric business modeling
• Customer Touch Point Analysis
• Strategic Transformation Planning 
• Service Systems engineering and design
• Portfolio / Market analysis
• Service planning and engineering development

Best practice vs. Innovation? Best practice by definition means that you are following someone else's innovation. To win in this competitive market you have to LEAD and not just execute better. Innovation requires a strong VISION and commitment. Our expertise can help you through a range of services customized to your unique needs.

• Customer Experience Design
• Service Oriented Enterprise modeling
• Current state environment analysis and evaluation
• Scenario planning for Innovation
• Vision and Strategy development
• Change and Program management

If you are like 99% of the service organizations of today, you are not getting the maximum ROI from your resource investments. Technology projects focus on deployment and integration of technology but spend too little time focused on the People and Processes to ensure maximum value from their technology purchase. We can help you maximize your new and exisitng investments.

• Resource utilization assessment
• CRM / Service Systems technology and vendor  evaluations
• CRM Strategy planning
• Business process re-engineering
• Quality process implementation
• Knowledge re-use and optimization