Success story: Consulting Business Development

Setting up a customer-centric automation technology service center in Singapore as head of the service center

Company:
ABB Ltd Singapur

Sector:
Industry – Service

Turnover/budget:
> 20 million euros

Employees:
> 10

Situation in the company:

The service business in the region was largely based on services for the maintenance of automation systems and the coordination of the spare parts business with Europe

Own role:
Head of the Service Center

Responsibility:
Regional – Asia Pacific

Mandate:
Setting up a customer-centric automation technology service center in Singapore as head of the service center

Measures:

  1. Conducting a market analysis regarding the need of consulting services to support customers in the modernization of their automation systems

  2. Introduction of Value-Based-Selling (VBS) at ABB locations in the Asia-Pacific region. Hands-on development of the training. 2. Conducting the training with the service engineers and visiting their customers together for the practical application

  3. Relocating the spare parts business including the warehouse and logistics to Singapore

Results:

  1. At the end of the project, newly trained consultants independently contributed to the business development in Australia, China, India, Singapore and Taiwan

  2. Growth of about 30%

  3. Improved customer satisfaction due to individual consulting as well as faster processing of spare parts deliveries

Key to success:

The service staff in the region have taken up the VBS program for setting up the consulting business very positively. Particularly, the practical part of the training program, where we were visiting their customers together, was well perceived.

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