Analyst Report

CIMdata commentary: Using SLM to Manage the Customer Experience Across the Product Lifecycle

In this CIMdata commentary, we discuss how complex processes of SLM must operate to optimize ROI and the customer experience and how TCS' Service Lifecycle Management framework capabilities can be leveraged for this.
Excerpts from the commentary:

Key elements of TCS’ SLM offering include reliability-based parts forecasting, service parts catalogs, and service related configuration management. In addition, TCS can incorporate MDM and ecommerce processes to ensure tight integration with enterprise processes. TCS also offers legacy data remediation services that can cleanse and integrate data from PLM, ERP, CRM and other enterprise systems using service-related data and processes.

Key takeaways:

  • Effective Service Lifecycle Management (SLM) can generate significant revenue and improve customer satisfaction, but an effective implementation requires clear vision, roadmap, and execution processes
  • SLM includes many complex processes such as marketing and planning, sales and distribution, service parts management, and after sales support that must operate holistically and harmoniously to optimize ROI and the customer experience
  • TCS’ Service Lifecycle Management framework capabilities include Reliability Based Parts Management, Service Parts Catalog, and Configuration Management that can be leveraged using a maturity based methodology to organize and manage master data and improve service lifecycle processes
  • TCS’ legacy data remediation process uses systems engineering techniques to cleanse and integrate data from PLM, ERP, CRM, and other enterprise systems using service-related data and processes

To read the complete report, click here. (PDF, 234 KB)