Offering service plans can be crucial to the success of an integration business and move it away from relying solely on project-based income. Many integrators don’t where to start in terms of setting up their service plans. In this episode of the D-Tools “What’s the Buzz” Podcast, Martin Roseman of MC Group discusses the keys to creating and operating a profitable service department using what he calls “Performance Plans.”
“I call service plans Performance Plans because I am trying to take it away from ‘break-fix’ or ‘extended warranties,’” explains Roseman. “I really want integrators to tell customers that their system will be obsolete before it ‘breaks.’ The equipment is very reliable but there are updates that need to be done. That’s why your customers are calling you, it’s not because something completely failed. It’s more about integration compatibility.
"That’s why we need a process… as an industry… to build a service department," he continues. "But more importantly for it to be recurring revenue because customers are going to need you continuously to make these updates to make sure their system stays online. Dealers need to think of service as an ongoing relationship versus as a sale.”
"Dealers need to think of service as an ongoing relationship versus as a sale.” -- Martin Roseman, MC Group
Among the keys areas Roseman addresses during the podcast are establishing a ticketing system, using a remote access service, having checklists and workflow charts in place, and the pros and cons of having dedicated service-department technicians.
Roseman also emphasizes the best time for integrators to bring up a service plan with clients is from the very beginning. He advises integrators to have an elevator speech prepared from the outset of their conversations with clients that mentions “We design, we build, and we support.”
Finally, Roseman discusses how integrators can use the new D-Tools Service Module to create and manage their service plans. Part of MC Group’s services to integrators is helping them build those plans within D-Tools.
