Unleashing operational excellence with superior service

The right combination of service and digital is helping industries to become more sustainable.

Operational excellence in any industry relies on many factors, one of which is an efficient and reliable maintenance strategy. Whether you are self-reliant and apply self-maintenance activities or rely on a service partner to actively run your service activities, there comes a time during the lifecycle of your installed base where you require more than spare parts to keep your operation running smoothly. 

At ABB we understand the importance of fast and effective support, and we continuously drive to improve our Service offering to provide a better customer experience. This approach is part of our core values since we believe in long-term relationships with our customers. 

We believe that our after-sale support is a key differentiator in our offerings. We all know from our own experience that even if we buy a great product with all the features we require, if the supplier fails to deliver adequate after-sale services, we might not go back to buy this product again in the future. It is essential that our service needs and requests are taken care of in the best possible way long after the sale has been concluded.

With ABB Measurement & Analytics service you can rest assured that all our service employees feel very high responsibility towards our customers’ needs and are committed to addressing your unique service requirements in the best possible way. We believe that your service needs are our service needs. Service comes from “serve” and that is our mindset and our attitude when we have the chance to interact with customers to make measurement easy.

Our service support is designed in such a way that you will find the right support specific to the lifecycle stage of your installed base as well as to your unique maintenance strategy, so that you are never left wondering how to get your operations back up and running. 

To stay true to our motto of “Measurement made easy”, we have introduced a service agreement that can be tailored to your specific needs. We call it: Measurement Care Agreement. You get to define which services you would need support with, and we bundle it together under one agreement. 

Our approach is based on a mixture of operational experience and technical expertise. This modular service agreement is arranged into three categories to help identify the support you need:

1. Rapid response
2. Lifecycle management
3. Performance improvement

Rapid response

Unplanned downtime in any operational environment is not only expensive but exposes potential safety risks. For example, in case of energy shortage gas power plants are used to quickly fill the energy gap, because they can quickly be put online. If unplanned downtime occurs, the gas turbine cannot be fired up risking to break down the whole energy system of a cluster. That is why it is important to have a maintenance strategy that would address and resolve any issues fast and effectively. This could be in the form of having spare parts on site and having access to 24/7 on-site support, or it could be access to remote support and being able to connect to experts across the globe to guide in-house service engineers to resolve the problem.  

Lifecycle management

Achieving operational excellence requires reliable technology that is well maintained to maximize the lifecycle of any device. Spare parts management is one requirement. Regular inspection and diagnostics of your installed base could lead to improved preventative maintenance strategies, thus having a service partner who is committed to taking care of your assets is crucial. For the self-maintainer the same applies, but finding the right spare part could be a unique challenge. Having access to tools like ABB's My Measurement Assistant would enable users to identify required spare parts and easily request quotes via this innovative web application. 

An added value of relying on ABB Service engineers is that they can map all devices while they are on site, and afterwards they can do a deep analysis of the lifecycle status of each device. Based on that, they can provide the customer with various options and make recommendations on how to extend the lifecycle of the installed base.

Performance improvement

Connected field services is the future to unleash operational excellence. Implementing the use of digital, cloud-based and on-premise technologies helps to optimize service strategies. Early warning systems and predictive maintenance solutions can stop unplanned downtime and delayed responses to getting operations up and running. 

Having service solutions available to meet the most demanding needs is one piece of the puzzle, but what goes even further is the commitment and the trust of your service provider. It is about the customer experience, and the long-term relationship and trust that needs to be nurtured.

Providing services in many areas is tangible like field service, remote support, or repairs – just to name a few. We at ABB invest in the latest service tools and systems, in service enablers and service processes. We make sure that spare parts have the highest availability, and our employees are skilled with the latest service knowledge.