What will the service of the future be like? – This was the overall theme of this year’s KVD Service Congress 2016. Under the title “Service for the market of the future – integration of technology and humans”, service experts from a wide variety of fields convened for the 36th time at the Hilton Airport Hotel in Munich to discuss current service innovations and award the annual KVD Service Management Award.
Firstly, Prof. Dr. Lutz Jäncke, Chair of Neuropsychology at the University of Zurich, showed how our brains influence our thoughts, actions and feelings. Although the brain is a supercomputer that enables us to think logically, sometimes it tricks us.
Then it was time to get down to business: Industry 4.0 was the keyword of the talk given by Andreas Jenke, who is responsible for engineering and fulfillment project orders at Bosh Rexroth AG. He very impressively demonstrated how service processes can be automated and how, at the same time, service technicians can interact hand in hand with machines.
Finalists for the Service Management Award 2016
The presentations given by the three finalists for the KVD Service Management Award 2016 served as an opportunity to appeal to the the audience. Mila – a newcomer to the KVD Service Congress – was the first company to go on stage. Anastasia Albert, Head of Marketing at Mila, presented the “techies from next door who install smart devices”. The aim of this crowd service idea is to “Uberize” home services and provide customers with services for all aspects of technology, in a similar to mytaxi or pizza at the click of a button. The special feature: The services are not only performed by professional service providers, but by adept neighbors who have the time and desire to install or repair technology in their spare time.
iTraining and geo-data in the service industry
Konica Minolta – a well-established player in the service market – was also on the shortlist with its iTraining sessions. The company uses videos and training sessions to ensure that certain service cases do not even occur in the first place. In this way, for example, the user of a printer uses a QR code to access an easily understandable explanatory video in the event that a printer cartridge needs to be replaced. The company thus uses new media in its services to provide initial instruction and increase profitability in the long term.
Lastly, the world’s leading supplier of cleaning technology, Alfred Kärcher, presented its solution for identifying potential sales and efficiency increases in mobile services. Using geocoded data, the company determines current market coverage and the capacity of individual technicians.
The techies from next door prevail
During the festive conclusion of the first day, Mila was ultimately acclaimed for its crowd service. The audience had decided that the techies from the neighborhood represented a real service innovation and awarded the trophy to the start-up.
Since 1992, the Service Management Award has been one of the most important awards in the service industry. Unlike with other accolades, the winners are not picked by an anonymous jury; rather, they must gain a majority of the votes at the plenary session of the service congress. Experts and practitioners choose their own personal favorites. In recent years, the award has been taken home established companies such as Siemens AG, IBM Deutschland, Philips and Sony.