Today, the Service Chain is complex

As companies globalize and outsource business activities, the service chain becomes complex. Field service personnel can be scattered across the country or around the globe. Certain service activities may be outsourced to authorized service centers and agents. Throughout all this, a singular focus has to be maintained on the customer.

So what is Service Chain Management?

It's solutions that "bridge the gap". If you think of the simple product life cycle, ERP and CRM solutions are well established in managing the early stages of a product's life. Service Chain Management (SCM) solutions, like ServiceCentral Enterprise, are critical to completing the circle, maintaining equipment during its useful life, and then maximizing the value you get back out of it as its recycled for parts or is remanufactured.