Competitive Benchmarking Study on Mining Equipment Manufacturers

Aug 30, 2016

Business Challenge: A leading mining equipment manufacturer wanted to gain in-depth understanding of the competitor strategies, specific to customer satisfaction.
The mining equipment manufacturer was facing issues due to low customer satisfaction levels, outdated service delivery model and incomprehension of competitors’ business models.
Infiniti identified companies with excellent service reputation and developed an understanding of their strategies. We also conducted structured interviews with customers to understand critical service delivery requirements.
Based on our insights, the client implemented best-in-class service delivery organization structure and SLAs. They were able to make constructive structural changes to the service organization and improve service level satisfaction scores.
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