By MINNA DAHLSTRÖM
SMB Service Provider - Do you have proper systems to scale your services?
Dynamic characteristics of service business need agility and flexibility from business applications. Nowadays there are many great SaaS applications easily available. However, in order to scale smoothly your services and automate end-to-end digital processes, you need a comprehensive ‘core service system’ and capabilities to integrate key applications effectively.
When starting a business, ‘excel’ and ‘email’ are most probably the tools in very active use all over the world. Also, a webpage is one of those ‘must have’ issues. Then, an accounting software usually follows because of regulatory requirements in many countries (often accounting is outsourced in the beginning, and the system comes ‘automatically’ along with that). As a next step, start-ups are usually investing on sales and marketing systems (also known as a CRM system). Furthermore, you might take into use different services for instance from Google, as well as variety of other pay-as-you-go SaaS services as needed. The ‘business platform’ of the company starts to evolve.
Your team works hard, and your business is growing. Great! You reach a million in turnover, maybe your business is already making a five million.
What is your next move to enhance system support for your service operations?
A monolith (all needed functionalities from manufacturing to bookkeeping in the same system) erp has been a common way to fix business system issues in the past. But is it the same with service business?
What kind of ‘erp’ system is needed to digitalize and automate services?
Dynamic characteristics of service business need agility and flexibility. New services, or variations of services, are introduced with a short notice. Service bundles and SLAs can be also quite complex, especially in customizable B2B solutions. All kind of material and immaterial assets are related to services, and a configuration of assets differs per customer. Also, your team is growing and working from distant places, people are working in different roles, and the whole ecosystem providing the services might change all the time. Still, you need to provide frictionless services according to SLAs and have a 360 view on your customers from all channels. So real-time insights from operational KPIs and customer feedback keep you on top of the operations and enable reacting in time. However, traditional erp systems are not very good in these dynamic service characteristics because the backbone of these systems is usually in material handling and order-delivery processes.
A modern ‘service erp’ system is needed to enable smooth scaling of service operations. The comprehensive service system provides at least following flexible elements:
- Service catalog and registers for material and immaterial assets
- Service organization with different teams and roles
- Customer and partner organizations in the service ecosystem
- Contract management
- Knowledge base
- User-friendly self-service
- Incident management (“ticketing”)
- Service requests
- Problem management
- Demand management
- Change management
- Risk management
- Automatic reminders and low code workflow automation
- Real-time reporting and visual analyzer to expose interrelations
What kind of set up you have to scale your service business?
Monitzion is SMBs’ trusted partner in digitalization. We provide our partners’ best of breed business applications for service providers. The applications are preconfigured and easy to take into use. Also, we provide integrations and a master data management to digitalize and automate your processes end to end. The Monitzion Solution is based on MS Azure top-notch technology for business.
We want to enable SMBs to scale with the best business platform for service business at affordable price.
Do you want to move to the next level in your digital capabilities? With us you can start even with one user with a very limited scope – onboarding is fast and easy, and there are no minimum user thresholds.
Happy to talk further about your business and what challenge we can solve together!
Monitzion’s mission is to empower small and mid-sized companies in digitalization. We provide an affordable ‘digital toolbox’ for born-global services providers to scale up your business with professional tools. All tools are best of breed solutions providing comprehensive set of capabilities for changing needs of your business. We have pre-configured all these tools to enable easy and fast onboardings without any minimum user or volume thresholds.