Introduction
It feels like I’ve come full circle – from helping to set up a global shared services function for the world’s largest minerals company early in my consulting career, to now supporting one of Riverflex’s key clients, a multinational leader in printing and medical imaging, on a similar initiative.
Stepping into this project six months ago, I was immediately struck by the complexity of their Services & Support(S&S) function. At first glance, it seemed intricate and complex, but once I got past the acronyms and industry lingo, I quickly learned just how vital it is to the company’s success.
S&S teams aren’t just there to fix problems – they play a vital role in keeping a business running by assisting customers who rely on the company’s products for their own success.
Too often, these functions are seen purely as cost centres. In reality, they hold untapped potential to become a competitive advantage – not just for the business, but for its customers as well, empowering collective success.
Re-defining Winning
In market entry and product strategies, winning is often defined as delivering superior value and long-term differentiation. Simply put, it means providing a better consumer and customer value equation than your competitors and doing so on a sustainable basis.
But for S&S functions, there are more complex layers to this definition.
Considering relevant theory and practical concepts, we refer to Procter & Gamble, a global FMCG giant, who defines winning for these functions as:
- Providing better-quality customer service than the competition
- Doing this at the lowest possible cost
- Serving as an innovation engine
Having now worked with two global organisations across Europe and Asia-Pacific, including my current project with a multinational leader in the printing and medical imaging industry, I’ve seen firsthand that turning these aspirations into reality takes more than just good intentions. It takes a clear strategy, streamlined operations, and the right technology to bring it all together.
Let’s take a deeper look at what winning in action really looks like…
Providing Superior Service That Sets You Apart
Superior customer service isn’t just about speed – it’s about proactive, data-driven support. Many organisations struggle to balance quality, cost, and innovation. However, by implementing platforms likeServiceNow, adopting ITIL/ITSM frameworks, and leveraging real-time insights, they can build a more efficient, customer-centric model.
To achieve this, businesses must take a structured approach. A dedicated project team can lead a phased rollout to ensure a smooth implementation. Engaging stakeholders at every level is essential for aligning processes while maintaining flexibility.
The results of such transformation speak for themselves. Standardised service processes enhance the employee experience, reducing turnover by fostering a shared understanding of workflows. Service Level Agreements (SLAs) improve, with faster resolution times for key issues. Most importantly, customer retention rates increase.
Doing this at Minimal Cost
Reducing service costs without compromising quality requires a strategic shift towards digital-first support. By prioritising self-service options, like AI and automation, businesses can resolve common issues faster while reducing costly human interactions. Human touchpoints remain essential but are reserved for complex cases where personalised support adds real value. Additionally, remote resolution capabilities minimise on-site visits, cutting operational expenses while maintaining service excellence.
This balanced approach not only drives efficiency but also enhances the overall customer experience.
Making Service & Support a Source of Innovation
I am sure you know where this point is going to go… AI!
Leading organisations don’t just respond to customer needs—they anticipate them. In today's age, it can be as simple as leveraging AI-driven predictive and proactive maintenance to identify and resolve potential issues before they impact customers. Guided diagnostics continuously enhance service accuracy, ensuring faster resolutions and reducing repeat issues.
AI-powered chatbots further streamline support, handling routine inquiries instantly while freeing human agents. This approach not only improves efficiency but also positions service functions as drivers of innovation and long-term customer satisfaction.
Linking this all together
The Future of Service & Support – And the Role of Next-Gen Consultants in Keeping You Ahead
The core principles, like those of Proctor & Gamble where superior service, cost optimisation, and continuous innovation remain constant, but how organisations apply them must evolve. That’s where we come in, as next-generation consultants.
With cross-functional experience, digital fluency, and an entrepreneurial mindset, next generation consultants help organisations not just adapt but stay ahead. They act as catalysts, bringing together technology, process, and people to unlock the full potential of S&S functions and turn them into a source of lasting competitive advantage.
At Riverflex, we believe that transforming S&S functions is not just about process and systems—it’s about people, mindset, and culture.
By driving agile ways of working, we bring best practices from across industries to help organisations become more responsive, innovative, and efficient. It’s about spotting value fast and unlocking it frequently.
We also champion customer centricity by embedding customer-first principles across the transformation journey. This ensures that solutions are aligned with what customers truly need—not just what businesses think they want. But perhaps most importantly, we bring the entire organisation along the journey.
We understand that not every challenge can be solved by following a playbook. Sometimes, the biggest breakthroughs come when we apply entrepreneurial thinking, challenge the norms, and design solutions that are bold, tailored, and unbound by convention. That’s when the magic happens.
Having seen firsthand how the integration of these three principles—superior service, cost efficiency, and continuous innovation— can turn S&S functions into true market differentiators, I’m convinced of their impact. But the journey doesn’t end here. Every industry, every leader, brings a unique perspective to what “winning” looks like in the S&S space. I’m always up for exchanging ideas, learning from new perspectives, and exploring how we can push S&S further, together.
If you’re leading an S&S transformation and want to explore how Riverflex can help, drop me a message or reach out to Riverflex!
