To transform a support function to a P/L business unit requires thorough review and reorganization of all related functions with di erent stakeholders, internal and external. One of the key point was to have a new approach towards the customers with a proactive service operation. In this case, proactivity had fol- lowing elements: (1) readiness to deliver spare parts, repairs and services, (2) train the customer and (3) feedback from the user.
• What behavior needs to be trained for front line and customer support personnel to have pay back by higher customer satisfaction and loyalty?
• How can a SME provide and deliver services on a global level, when it is nancially nonviable to have a presence in every country?
• Future steps towards digitalization of services and internal processes