By: Bill McGovern – ABB
Delivered at the 2008 Services Industry Summit in Charleston, SC – As ABB Service business has grown in North America in the last decade, there has been a common theme which resonates as ‘Collaborative Service Management’. Mr McGovern shared information about how ABB Service has leveraged their Process Automation discipline in foundational processes with tools and technology to continually improve the customer experience, gain customer confidence by providing robust multimedia 24×7 access to resources, and deliver value to build long-term customer loyalty. ABB’s North American Service objective is to provide uniform, reliable, simple access for every ABB product or system and each Service type serving the global Industrial market. Meeting the customer(s) on their terms and playing field is an ingredient for collaboration; one that yields positive results for Customers and ABB. While integration of front-end processes between business units and the five divisions facilitates the “One Face of ABB” for our end-customers; ABB’s shared service organization has continually engaged in offering self-service portals and eService access to a wide variety of resources.