Service Operations

Across a wide array of industries, field service—or work performed at a customer’s location—has a significant impact on a business’s profit and loss as well as on the public’s perception of the business. And yet, field service units typically don’t meet their goals in productivity, quality, resilience, or cost. To remedy these shortcomings, we partner with clients to transform their workforce management.

As a result, BCG clients are able to:

• Boost employee productivity by 50%
• Achieve a 250% surge in ROI in the first year

Companies face a dizzying array of customer service options, such as apps, social media channels, and chatbots. Identifying the best options for your specific circumstances will drive operational excellence and improve customer satisfaction. To this end, we don’t just help you select world-class customer service practices. We also help you implement them. And, as with all our service operations, we’re mindful of balancing cost against service.

As a result, BCG clients are typically able to:

• Slash complaints by 50%
• Increase efficiency by 10 to 30%

BCG automates administrative and repetitive activities to help with your lead-to-order processes, digital service operations, and go-to-market strategy. We focus not only on optimizing your SG&A expenses but also on creating value through innovation and creativity.

As a result, BCG clients are typically able to:

• Reduce churn by 20%
• Make the lead-to-order process five times faster

When it comes to managing and maintaining your assets, data-driven decision making is vital. BCG excels at helping clients transform their decision-making and business processes to maximize business impact. We ensure that your decisions—about investments, design and construction, maintenance, and decommissioning assets—are rooted firmly in data and metrics.

As a result, our clients are typically able to:

• Decrease maintenance costs by 15% to 20%
• Increase asset availability by 6 percentage points

We help financial institutions make their operations more efficient and more profitable. We drive cost excellence, optimize processes end to end, and operationalize challenger banks.

As a result, BCG clients are typically able to:

• Cut costs by 20% to 50%
• Raise customer satisfaction by 45%

Services represent 20% to 40% of industrial-products companies' total revenue and play an even greater role in total profitability. BCG helps you realize their full potential, whether by better field force efficiency, minimizing your inventories, or applying value-based pricing to your spare parts—all brought together through the latest digital platforms.

As a result, BCG clients are typically able to:

• Grow earnings before interest and taxes by 10%
• Increase field force efficiency by 10% to 20%