ISS Online Topic Forum
Target of the Topic Forums
The ISS Online Topic Forums provide a space for open discussion on current issues in the service business. Here, perspectives, experiences and topics are brought together to develop new ideas and solutions. The aim is to reflect on opinions and gain fresh insights for one’s own practice through joint discussion.
ISS moderates the discussion sessions and makes the results available to participants.
Topic 1 | Customer relationships – a new approach!
Many companies with technically products maintain their installed equipment – but do not always maintain an equally close relationship with their customers. Sales and service fulfil their roles, but strategic customer support often develops only to a limited extent.
The thematic forum will discuss how customer relationships in the service business can be reimagined. What role can service staff and service managers play in this? How can sales and service be more closely integrated? And how can a sustainable customer relationship emerge from product-oriented support?
Participants can look forward to an open exchange of experiences, perspectives and new approaches for more active and integrated customer support.
Topic 2 | Service management is a local business!
An international service business can no longer be managed exclusively from a centralised location. Customer requirements are often individual, situational and time-sensitive – and require proximity to the customer as well as quick decisions.
The topic forum will discuss the role of regional responsibility in service management and how local teams can be effectively integrated. The focus will be on collaboration between central and regional units, as well as the impact on quality, customer loyalty and business development.
Topic 3 | Digitalisation and AI
Regional service responsibility requires Digitalisation and AI.
Digitalisation and AI are becoming key drivers in technical service. Customer requirements are becoming more individual, technical systems more complex and solutions often time-critical – service can therefore no longer be managed centrally alone. Regional teams need decision-making autonomy and direct access to knowledge.
Digital tools and AI support this: they facilitate diagnosis and decision-making, make expert knowledge from head office immediately available and improve planning and documentation. This creates a service that is capable of acting regionally and is technologically future-proof.