Smart Services – Best Practice Report

The term “smart services” describes data-based bundles of physically delivered services, digital services, and products that can be configured individually. These bundles are usually organised and performed on integrated service platforms. The smart services concept combines the intelligent analysis of data with the transformation of user-centred services to provide added value for both service provider and customers. Smart services are not only about technological solutions; indeed,

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.1.6 Analyse customer data
1.2.3 Identify new innovations that meet customer needs
1.3.1 Build customer relationships
1.3.2 Determine & provide customer contact mechanisms
1.3.3 Review customer relationship approach
15.2.1 Customer satisfaction, accolades, awards
15.2.2 Customer retention/referral/relationship building
2.1.4 Assess new technology innovations
2.1.5 Understand demographics
2.1.6 Identify social & cultural changes
3.2.1 Translate customer needs into product requirements
4.1.2 Manage advertising & promotional activities