Interview: Markus Fournell on the future of service
What will the service of the future look like? Markus Fournell, Senior Advisor and service expert, talks about the transformation of service organizations, the importance of digital platforms and how companies can strengthen their customer loyalty through innovative approaches.
logicline: Markus, you are talking about a fundamental transformation in service. What is driving this development?
Markus Fournell: We see that service is increasingly being perceived as a strategic pillar within the company. Whereas in the past it was often regarded as a cost center, the aim today is to establish service as a profit center. This means that service organizations must be able to demonstrate their value contribution not only operationally, but also financially. This requires clear strategies, efficient processes and, above all, a strong focus on the customer.
"Service organizations must be able to prove their value contribution financially."
Digitization and subscription models
logicline: That sounds ambitious. What are concrete steps to achieve this transformation?
Markus Fournell: Digitization is a key step. Platforms play a key role here. They connect customers, partners and internal teams so that all stakeholders can work together efficiently. They also enable data-based decisions: AI helps to identify trends and personalize services. Companies that use these technologies create the basis for profitable service and long-term customer loyalty.
logicline: The topic of platforms fits perfectly with our solutions. Can you give an example of their added value?
Markus Fournell: Let’s take a B2B service ecosystem. It not only enables the integration of all relevant stakeholders, but is also flexibly scalable. Let’s assume a company wants to move from reactive to proactive service: Platforms such as Salesforce or complementary solutions from providers such as Empolis offer the necessary tools to implement predictive maintenance or subscription models, for example.
logicline: What role do subscription models play in this development?
Markus Fournell: A big one! Customers don’t want one-off solutions, but sustainable, flexible offers that adapt to their needs. Subscription models are ideal for this. They enable recurring income and closer customer loyalty. However, it is important that the focus is always on customer benefit. One example is Equipment-as-a-Service, where companies offer not just products but complete solutions including service.
Strengthening customer relationships through real added value
logicline: To conclude: What should companies do today to remain successful in service?
Markus Fournell: Start with a clear strategy that focuses on digitalization and customer orientation. Use platforms that offer you flexibility and scalability and rely on data-based services. The future of service lies in proactive, holistic solutions – and in strengthening customer relationships through genuine added value.
