More and more companies recognized the importance of developing their service organization as a strategic differentiator. They wanted to maximize their opportunities in the service business. IT often played a crucial role in this. Acquiring and implementing an IT solution was just one part of this development process; organizational change also deserved serious attention.
In the webinar, we discussed how to achieve maximum results from a digital service transformation, viewed from two perspectives: business and IT. We addressed current trends and developments in the service market, and shared lessons from practical experience.
The following questions were central:
- What business opportunities did service-oriented companies see? What were their customers asking for? And what were their biggest challenges?
- How do you guide a service transformation? How do you involve both employees and customers in this change?
- What was the role and impact of IT? How do you benefit from IT solutions? And what are the best practices in service management?
Annick Perry from Noventum provided insights into digital service transformations based on her practical experience. Jaap van Maren from Weir Minerals, a client of Noventum, shared how his organization dealt with service transformation and the challenges they encountered.
Gert-Jan Stolmeijer, SAP expert at Acorel, shared his knowledge about the service domain. Nick Schuurman from Distrimex explained trends in the service market that impacted their business model and emphasized the important role of IT.
