Rebranding maintenance

Maintenance function often relates to service interventions that result in correcting simple life problems. Actually, the most common reason that someone thinks of maintenance is when a system is out of order and in need of corrective action to turn it back to shape.

“Where is my help when I need it?”

Users are most of the time not aware of all the activities that maintenance staff organizes in the back. All they are aware of is a reaction to a problem, usually not understanding the difficulties in the process of corrective actions, efforts in problem solving, or preventive and planned activities in the back that save time and money. In addition, if the service is not effective as they expect, users tend to express dissatisfaction and complain of unsatisfactory support. Main causes for complaints are cost, time or quality related.

So, how do we ensure those users that they are getting the best support they can get? How do we get them thinking positive?

Here are some examples on how can we change the way someone thinks of maintenance.

1. Fast reaction and punctuality
   • Try to react fast and solve simple tasks immediately after request every time you can. If this simply is not possible, provide users with expected time you will get back to them.
2. Giving feedback
   • It is always good to document a service and make a record of any action, which would help a client realize circumstances and be sure of a job we are doing for them. Send a mail, leave a notice, or give information face to face, on a finished task.
3. Analyses
   • Single tasks analyses or a periodical review is great to leave a client confident of a professional and safe service capable of getting them additional value.
4. Technology update
   • Promote actions that result with a different approach or additional actions that include new technologies, materials or an update so we upgrade our service to a better level.
5. Training and education
   • Spread knowledge and experience on usage of a system, which could make users benefit in time or expenses regarding areas that you give them support. Giving written or other kind of direct instructions is a good way to show them your care and sympathize.

With the right mindset and a bit change on the processes, this could change both user experience and maintenance staff contentment. Understanding the key pieces to rebranding maintenance is critical to developing a successful message to your audience.

This might be a slippery slope. You can put additional energy in some of the possibilities to rebrand your support and results might be audience uninterested for this matter. Nevertheless, you should not miss a chance in winning in every single instance. One of the risks is also that users do not understand your effort, or they have a more important issue to address at that moment. It is also a good thing to target a specific group of users in order to achieve easy or significant results.

The way users think of maintenance reflects this process values, mission, and purpose. Therefore, a rebrand should help maintenance realign how it envisions a good support. Users should recognize the purpose and direction of the idea, and it should naturally increase awareness and draw attention to a common cause with the maintenance staff.