Today, instead of individual products, customers increasingly expect complete solutions that include customised equipment and service concepts covering their entire life cycle.
In the service business, we seek new growth from customers who are outsourcing their service operations. Cargotec’s aspiration is to evolve customer relationships from transactional to integrative ones through integration into the customers' value chain. Our long-term goal is to be recognised as the market leader in innovation led service delivery and knowledge based solutions.
Strategically, the Services business area has taken action to provide a comprehensive menu of high quality on-call and contract services via a global support network. To the same end, it has developed its ability to anticipate and lead the market by simulating future demand.
In 2011, the main strategic action targets met in the service business included establishing parts distribution centres in regions and building a competitive edge and position for outsourcing contracts. Asset management, including predictive analytics, in order to dispel uncertainty for customers through reliable expertise on their equipment was initiated.
Strategic accomplishments for our Services organisation include developing our service network and increasing our presence in significant growth markets. We maintained high responsiveness in all of the markets we serve and established a data-driven understanding of our customers’ businesses and needs. Regionally, Services expanded its network in Brazil and on the west coast of Africa.
Internally, completing the creation of a unified Services organisation was our primary goal in 2011. This new organisation combines Industrial & Terminal services and Marine services to form a single Services business area and three main service regions, Europe, Middle East and Africa (EMEA), Asia-Pacific and Americas.