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Assessment

Service maturity assessment

Fifteen questions across intake, service control, warranty, field service, contracts and governance. The result is indicative and intended to support discussion.

Rate each area against the five-level maturity scale. 0 of 15 answered.

  1. 1. How are customer or internal requests received today?

    Request intake

  2. 2. How clearly is ownership assigned for each request?

    Request intake

  3. 3. How is SLA response and resolution tracked?

    Service control

  4. 4. Can customers track their requests themselves?

    Service control

  5. 5. How are products, assets and serial numbers tracked?

    Products and warranty

  6. 6. How is warranty eligibility validated?

    Products and warranty

  7. 7. How are warranty claims created, approved and costed?

    Products and warranty

  8. 8. How are field technicians assigned to jobs?

    Field service

  9. 9. How is parts usage recorded on service jobs?

    Field service

  10. 10. How are service reports produced and shared?

    Field service

  11. 11. How is customer confirmation captured after service?

    Field service

  12. 12. How are AMC contracts and preventive visits scheduled?

    Contracts and network

  13. 13. How much visibility do you have into dealer or partner service quality?

    Contracts and network

  14. 14. How well is service data integrated with ERP, CRM or inventory?

    Systems and governance

  15. 15. How mature is role-based access and audit history in your service tools?

    Systems and governance