Leveraging Service
to Win in
Industrial Markets

Your Catalyst for Driving
World Class Service

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Industrial companies need to create world-class service businesses to beat the competition and grow. Si2Partners supports organisations across many sectors to craft new service strategies and innovative business models. The common goal is to optimise operations, drive performance, technology adoption, and execute organisational transformation. Our workshops and programs empower service leaders, managers, sales and technical personnel from all over the world.

About Us

Who we are

Based on many years of managerial, consulting and technical expertise, our partners all passionately believe that services are the cornerstone of industrial businesses success.

We are leaders in our fields who speak the language of our clients, who act as catalysts for change and improvement.

Clients return to us as they feel we are a genuine partner in their business journey.

Our Business

We help Service Leaders across various industries “Leverage Services to Win in their Industrial Markets”, as  they design, develop or deploy a sustainable service business.

We offer consulting solutions, business research, training and business execution support.

Si2’s Service Leaders Network offers collaborative problem solving to senior managers and practitioners. 
Meet the team
Meet our clients

Our Capabilities

We help our clients leverage services to gain competitive advantage, achieve critical business objectives and improve their business. We do this  through our skills and expertise and strive to make a tangible contribution to their success.

We bring together capabilities covering most aspects of service businesses in industrial environments, from strategy and business model engineering, to technology and operations. We are experts in after-sales services, industrial asset management as practiced by vendors and we can help you drive outcome based initiatives and long term contracts.

Click on a section below to find out more’ about how Si2 can support your Service Leaders journey.

Strategy and Organizational Change

We develop and implement service-based strategies for growth and competitive advantage - and sustain them in the future
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Sales and Marketing Management

As B2B sales shift to digital platforms and companies expand their service portfolios, we help our clients adjust and optimize their practices
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Innovation and
Digital Services

We help clients align tech with business goals and manage implementation - enhancing operations and market success
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Operations Performance Management

We use state-of-the-art methodology to streamline the service value chain and improve quality, cycle times and customer satisfaction
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Aftersales and Lifecycle Services

We help create worldclass aftersales service organizations to strengthen relations with customers and drive growth from the installed base
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Implementation and Business Execution

We help execute on strategic and organizational initiatives. And we spearhead business development and performance programs
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Programs and Workshops

Service Value Sales Program

Service and sales departments should collaborate for customized business solutions. This program fosters a customer-focused approach for effective solutions.

Service Value Sales Programme

Transforms professionals from Feature to Value Selling! – From a customer ‘push to a pull’ mindset!
Find out more here

Accelerating the Trusted Advisor Journey

A programme for teams looking to accelerate the uptake of the Trusted Advisor mindset to increase customer loyalty and revenues

Accelerating the Trusted Advisor Journey

Enabling service people to communicate value and close deals
Find out more here

Digital Savvy Service Professionals

For teams looking to boost their teams understanding of how to use data and visualisation to increase productivity and tell compelling customer stories

Digital Savvy Service Professionals

Enabling professionals to visualise and action data.
Find out more here

Service Blueprint

A virtual program for teams looking to deliver service excellence by identifying all critical touchpoints, the key decisions to be made and the flow of information

Service Blueprint

Optimising Value at each Customer Interaction
Find out more here

Service Operations Assessment

A virtual program to improve service processes and meet customer expectations.

Service Operations Assessment

Identify actions to improve service performance and customer experience
Find out more here

Accelerating the Trusted Advisor Journey

A case study of how to increase ustomer loyalty and contract penetration through more effective communication by Service People

Accelerating the Trusted Advisor Journey

Increase service contract penetration by leveraging the strong relationships and knowhow of the service organisation
Find out more here

News and Insights

Si2 News

Service Leaders Network

Insights

Nick Frank 15 November 2024

Nick Frank will be speaking at the FSMTALKS  Forum in Kaunas, Lithuania in November on Customer Value. In particular how to use the Customer Value Iceberg Concept to discover new opportunities for servistisation and digitalisation. He will also run 2 roundtables where participants will have the opportunity to explore their

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Making your SERVICE Data Work For You

Nick Frank 14 April 2024

We’re hosting another SLN Summit on June 5th, where we’ll explore with Smith Detection their journey of turning unstructured data into structured intelligence and actionable insights. This won’t be an ordinary event; the audience will be small, perhaps 10-15 experienced service professionals, who will have the opportunity to delve deeply

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Vendor Service Strategies: HVAC Business

Titos Anastassacos 21 November 2023

The HVAC market is changing. To succeed in service OEMs must up their game, expand their offerings and upgrade their sales and operational capabilities. And the competition is not standing still.

Read More »

Service in Industry

Deep dive into the industrial service business.

Join our community to receive analysis, insight, news and more.
We will never share your data

Service in Industry

Deep dive into the industrial service business.

Join our community to receive analysis, insight, news and more.
We will never share your data

Service Innovation for value-driven opportunities:

Facilitated by Professor Mairi McIntyre from the University of Warwick, the workshop explored service innovation processes that help us understand what makes our customers successful.

In particular, the Customer Value Iceberg principle goes beyond the typical Total Cost of Ownership view of the equipment world and explores how that equipment impacts the success of the business. It forces us to consider not only direct costs associated with usage of the equipment such but also indirect costs such as working capital and risks.

As an example, we looked at how MAN Truck UK used this method to develop services that went beyond the prevailing repairs, parts and maintenance to methods (through telematics and clever analytics) to monitor and improve the performance and  fuel consumption of their trucks. This approach helped grow their business by an order of magnitude over a number of years.

Mining Service Management Data to improve performance

We then took a deep dive into how Endress + Hauser have developed applications that can mine Service Management data to improve service performance:  

Thomas Fricke (Service Manager) and Enrico De Stasio (Head of Corporate Quality & Lean) facilitated a 3 hour discussion on their journey from idea to a real working application integrated into their Service processes. These were the key learning points that emerged:

Leadership

In 2018 the Senior leadership concluded that to stay competitive they needed to do far more to consolidate their global service data into a “data lake’ that could be used to improve their own service processes and bring more value to customers. As a company they had already seen the value of organising data as over the past 20 years for every new system they already had a “digital twin” which held electronically all the data for that system in an organised fashion. Initially, it was basic Bill of Material data, but has since grown in sophistication. So a good start but they needed to go further, and the leadership team committed resources to do this.

  • The first try: The project initially focused on collecting and organising data from its global service operations into a data lake.  This first phase required the development of infrastructure, processes and applications that could analyse service report data and turn it into actionable intelligence. The initial goal was to make internal processes more efficient, and so improve the customer experience. E+H looked for patterns in the reports of service engineers that could:
    • Be used to improve the performance of Service through processes and individuals
    • Be used by other groups such as engineering to improve and enhance product quality.
  • Outcome: Eventhough progress was made in many areas, nevertheless, even using advanced statistical methods, they could not extract or deliver the value they had hoped   for from the data. They needed to look at something different.
  • Leveraging AI technologies: The Endress+Hauser team knew they needed to look for patterns in large data sets. They had the knowledge that self-learning technologies that are frequently termed as AI, could potentially help solve this problem. They teamed up with a local university and created a project to develop a ‘Proof of Concept’. This helped the project gain traction as the potential of the application they had created started to emerge. It was not an easy journey and required “courage to trust the outcomes, see them fail and then learn from the process”. However after about 18 months they were able to integrate the application into their normal working processes where every day they scan the service reports from around the world in different languages to identify common patterns in product problems, or anomalies in the local service team activities. This information is fed back to the appropriate service teams for action. The application also acts as a central hub where anyone in the organisation can access and interrogate service report data to improve performance and develop new value propositions.
  • Improvement:  The project does not stop there. It is now embedded in the service operations and used as a basic tool for continuous improvement. In effect, this has shifted the whole organization to be more aware of the value of their data.

Utilizing AI in B2B services

Regarding AI, our task was to uncover some of the myths and benefits for service businesses and the first task was to agree on what we really mean by AI among the participants. It took time, but we discovered that there are really two interpretations which makes the term rather confusing. The first is a generic term used by visionaries and AI professionals to describe a world of intelligent machines and applications. Important at a social & macroeconomic level, but perhaps not so useful for business operations -at least at a practical level. The second is an umbrella term for a group of technologies that are good at finding patterns in large data sets (machine learning, neural networks, big data, computer vision), that can interface with human beings (Natural Language Processing) and that mimic human intelligence through being based on self-learning algorithms. Understanding this second definition and how these technologies can be used to overcome real business challenges is where the immediate value of AI sits for today’s businesses. It was also clear that the implication of integrating these technologies into business processes will require leaders to look at the change management challenges for their teams and customers.

To understand options for moving ahead at a practical level we first looked briefly at Husky through an interview with CIO Jean-Christophe Wiltz to CIOnet where we learned that i) real business needs should tailored drive technology implementation, and ii) that before getting to AI technologies, there is a need to build the appropriate infrastructure in terms of database and data collection, and, most importantly, the need to be prepared to continually adapt this infrastructure as the business needs change.

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