Customer Service Policy Improvement from Logistics Perspective in a Service Company

The ways of building customer service policy from both commercial and logistics perspective have been widely discussed in the literature. In spite of this, there is a need of conducting a comprehensive analysis on some stages of developing such a policy, as well as adapting existing approaches to the service sector. In order to bridge some of the identified gaps, a general methodology for improving customer service policy in service companies has been developed in the present paper. Although the proposed approach mainly focuses on logistics aspects, it also includes elements of marketing, specific service sector items, and organizational structure and IT infrastructure issues. The proposed approach is implemented on the example of a financial equipment company. The results of this study suggest that despite the need for additional investments in the short term, company's logistics costs are expected to decrease in the future due to some processes optimization. The proposed measures may both be implemented for the focus company and for similar spare parts companies, and the algorithm may serve as a basis for the further research in this area. Keywords: customer service policy, service companies, logistics business processes, spare parts logistics, customer base segmentation