Despite the strong position they had already established, Neil and Steve recognised that in order for the company to continue to thrive, it needed to adapt to changing customer demands and develop ongoing support services.
…Just being an OEM isn’t it anymore, it’s not enough. People want service, support and back-up.
Neil and Steve attended an Aston Centre for Servitization Research & Practice workshop on servitization in 2013 to develop their ideas. In the past year they have developed a service package called Spectrum Care, ‘a hassle-free cover package’ which provides ongoing maintenance, service and cover for breakdown or repairs with no call-out charges. Customers can choose from a range of levels of cover depending on which parts they want to include and the level of servicing they require, and Spectrum Care will cover units and parts made by any manufacturer.
Customers also have the option to lease units rather than buy them outright, with the standard package being five years, and Waste Spectrum has installed remote monitoring technology to keep an eye on how products are working in use and identify potential problems before the customer is even aware of them.
Engineers and customer support staff go the extra mile to give value to customers, with the focus being on developing long-term relationships rather than making short term sales, and the company is seeing the benefits in terms of customer loyalty and repeat business. Waste Spectrum is leading the incinerator market in offering this type of package and is reaping the rewards; 20% of its revenue is already coming from services. Neil is now talking to a number of large corporate organisations with multiple incinerators to design bespoke support packages for them.
Notes to editors:
The Aston Centre for Servitization Research and Practice is part financed by the European Regional Development Fund Programme 2007 to 2013. The Department for Communities and Local Government is the managing authority for the European Regional Development Fund Programme, which is one of the funds established by the European Commission to help local areas stimulate their economic development by investing in projects which will support local businesses and create jobs. For more information visit www.communities.gov.uk/erdf
For more information on working with the Aston Centre for Servitization and Practice, please email firstname.lastname@example.org or call 0121 204 2580.