ABB China PPTR ServIS program implementation team
In 2009, ABB Group launched Pro-active Installed Base Management (ServIS) project in response to the demanding market and to seize more service sales opportunities. The first pilot project in China has been successfully implemented at LBU Transformers of Power Products Division, which laid a solid foundation for the substantive increase of the service sales volume in the long run.
ServIS (inside.abb.com/ServIS) is a tailored application to manage the installed base concerning all ABB products and system at a customer site, aiming to support service sales forces to reach targets by integrating resources and optimizing processes of service and sales system. It can help Front-End-Sales to better identify service sales marketing opportunities and grow service business.
As a pilot, ServIS has been setup as the main Installed base system for LBU Transformers China, and is updated daily. The previous “complete service record” has been changed to “most updated customer site information”. Such change may enable service sales to have a more complete and timely to keep track of all the installed information concerning ABB products at a customer site so that they can seize more opportunities of providing service for customers. “There are over 3900 units transformer installed in China,and more than 800 units were delivered10 years ago. The huge amount installed base will bring us more opportunities of value added service business in the coming years.” said Yedong Ma, Service Manager of LBU Transformers in China.
ServIS project is to upload existing installed base data from the LN Metrics database to the ServIS system after updating and confirmation. This project was greatly supported by David Reime, ABB BU Transformers ServIS Project Manager, China local service sales team,led by Janet Xu, China Installed Base Manager from Country Service Organization, as well as several experts from LBU Transformers and ABB transfromer companies in Zhongshan, Hefei and Chongqing.
“China is among the15 roll-out wave countries to implement this project, covering relevant 22 BUs including PPHV, PPMV, PSP, Machines, OCS Product, OG&P, etc. in 2010.” Said Janet Xu, “China Country Service Organization will collaborate with LBUs to make the plan for service business plans and the implementation of ServIS, and also providing trainings help solve problems during the implementation and and to establish the process for continuous update of ServIS.”
Haibo Jiang, ABB China Country Service Manager also expressed: “ServIS project is an essential basis for building a solid "service mansion". Especially for the market in China. Right service strategy and implementation can only be achieved based on the right installed base information and management program. We would like to share this ‘best practice’ with other LBUs to support them actively roll out this program.”