We take your service to the next level

Hands-on consulting from service experts!

We combine expertise from the industry with first-class consulting competence

This enables us to achieve significant results. Our work is characterized by a collaborative and pragmatic approach. Specifically, this means: We work closely with you to develop the best solutions for you - not simply from a textbook, but tailored to your actual needs.

We support you with our external view and expertise from a multitude of successfully completed consulting mandates and our practical experience as service managers.

In the past, we have helped companies with a wide range of service-related issues in numerous projects. From entire service transformations to maturity assessments and pretotyping of new service products. In the following, we have compiled some exemplary project types to give you an insight into the range of our consulting services.

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Typical projects

Service Transformation Service Profitability Uplift Service Maturity Assessment Service Strategy Development Service Portfolio Development Service Pretotyping

Service Transformation Development from hardware-oriented companies to service and solution providers

Case study

Establishment of a service BU at Group level directly under CEO
Evaluation and redesign of the global service organization and structure
Establishment of a service business development function
Establishment of a unit for service digitalization
Streamlining of global service core processes (setup and delivery processes)
Redesign of the spare parts supply chain and spare parts pricing
Introduction of service contracts for sustainable customer retention and entry into XaaS models

Service Profitability Uplift Unleash the full financial potential of your service business

Case study

Implement service P&Ls for all (30+) global service organizations
Analysis of current profitability levels and potential profitability levers
Implementation of a global profitability program incl. PMO structures
Definition of global and organization-specific profitability measures
Development of individual action plans at the level of the individual service organizations
Increase service EBIT by >EUR 40 million within 3 years
Introduction of a new global steering function for the operational management and control of the global network

Service Maturity Assessment Creation of the basis for strategic prioritization of measures for further service development

Case study

360° assessment of the current operating model, the organization and the essential core service processes
In-depth analysis of the areas of service product management/portfolio, service delivery, service pricing, service sales and service management
Creation of a heat map and pain point analysis, as well as strategic prioritization of those pain points
Development of a future target picture for the global service organization
Derive necessary organizational and process adjustments to take the service business to the next level
Evaluation of core vs. non-core tasks and possible externalization strategies

Service Strategy Development Designing a sustainable growth path for your service business

Case study

Assessment of the maturity level of the service department from the perspective of customers, dealers and employees
Development of a target picture, including the establishment of a dedicated service BU
Derivation of sales and revenue potential for future service BUs
Definition of a growth ambition of EUR >100 m within 5 years
Derivation of the essential strategic measures for achieving the ambition
Derivation of an implementation roadmap including a business case calculation to anchor the findings in the organization
Obtain C-level buy-in for the investment plan

Service Portfolio Development Develop the most promising service portfolio with a focus on customer centricity and revenue potential

Case study

Review and restructuring of the existing service portfolio to develop a sales potential of EUR 400 m
Stringent analysis of market and customer needs, as well as competitive benchmarks and trend analysis to define the future service portfolio
Evaluate potential new service products based on dealer and end-customer feedback.
Implementation of a service product management with 8 dedicated service product managers
Establishment of a cross-functional process for the development of service products
Selective support in the development of individual service offerings

Service Pretotyping Identify near-term proofs of concept for new service products

Case study

Prioritize 3 ideas for new service products for which real market feedback will be quickly obtained
Conception of 3 service pretotypes within 2 weeks in order to be able to test the ideas in reality
Introduction of the pretotypes at four selected dealers including two-week piloting of the ideas
Evaluation of the market feedback and assessment of the market sales potential of the 3 potential service products.
Definition of business cases for all 3 potential service products and consecutive prioritization of implementation
Status 2 years after project: 2 services have been implemented and generate eight-figure annual revenue

011

I've been fortunate to have worked with Simon and Moritz on our business transformation in which they brought incredible insights and evidence-based solutions to the challenges we faced as an organization. When it comes to consultants, I've always been skeptical for many reasons, but I have to admit that they restored my faith in consultants. Not only do they have an acute understanding of the business space we work in, but also their ability to develop and offer progressive solutions was astounding, brilliant in fact.

Nicholas Vivier | Husky Injection Molding Systems General Manager Aftermarket Sales & Service

I have been working with Simon on the reorganisation of our service business unit and the acceleration of our service transformation. What I enjoyed most when I worked with Simon is his broad experience. You are not talking to a consultant, but to a service management colleague that is consulting you. He does not only design solutions that look good on PowerPoint, but helps you master the transformation to real life and can immediately tell you what will work in real life and what is just theory.

Antonio Faccio | GF Machining Solutions Head of Business Unit Customer Services

What sets the service lobby apart from other consultants? They get down to business! We worked with Simon and Moritz for the first time on the development of a service product. I was particularly impressed by their pronounced hands-on mentality. Instead of just making recommendations, the two of them pitched in at the grassroots level and thus took us a leap forward in the product design phase without losing sight of the big picture. I am very satisfied with the work of Simon and Moritz and recommend them to anyone looking for a partner to further develop their service strategy or service portfolio.

Sascha Schäfer | GROB-Werke Product Manager After Sales

Simon and the ServiceLobby team have provided us with real added value with their enthusiasm for service and their broad experience in the further development of our services portfolio and the associated lifecycle processes. Working with the team is characterized by goal orientation, structure, and a hands-on mentality, as well as pleasant interaction.

Ingo Hoffmann | STIHL Director Portfolio Management Parts/ Accessories & Services

I was working with the ServiceLobbyists on setting up an AriensCo RapidCare organization for the EMEAA region. Their quick grasp on the future concept of RapidCare and their immediate understanding of the current service organizations showed their in-depth knowledge of the after-sales business and its relevance for our customers. Working with the ServiceLobby team was a great pleasure. They needed very little guidance and worked autonomously with our team until certain milestone presentations, during which they convinced the executive leadership team with a compelling, well-structured and easy-to-understand presentation of their results. This won't be the last project that we did with the ServiceLobby.

Maria Lange | AriensCo VP RapidCare EMEAA

Shortly before Christmas, we decided on a sprint for a service potential analysis. ServiceLobby came to the workshops very well prepared and managed to bring the entire team along. The pragmatic approach was particularly well received, leading to very concrete and practical results. Mr. Tonat gave us important impulses for improving our service with his own sound experience in service.

Dipl. Ing. Roland Schäfer | schaefer-technic Managing Director

In just 3 weeks, the ServiceLobby delivered exceptional results for Viessmann. Simon and his team helped us sort out our service product portfolio, crafting a compelling business case, and conducting a comprehensive evaluation of our user journey. Their expertise and dedication revolving around service business & organization was evident throughout the project, making them an invaluable asset to work with.

Maaz Khan | Viessmann Climate Solutions SE Global Head of Field Services

Simon has taken on the role of sparring partner, moderator and mediator in our service steering committee - a real asset! It is extremely helpful to have a neutral external partner who can drive this process forward with the necessary foresight. I particularly appreciate Simon's openness and hands-on mentality and how he combines a strategic perspective with a deep understanding of operational service.

Patrick Thomas | SMA Solar Technology AG Head of Global Services & Customer Experience

Two characteristics immediately stand out in Simon: his passion for service and his incredible experience in all operational and strategic facets of the service business, despite his young age. On the one hand, this enables him to quickly grasp complex challenges and identify suitable solutions. On the other hand, he is also able to demonstrate the impact of solutions on the big picture in great detail. This has made him a valuable sparring partner for my service challenges for more than 10 years.

Sebastian Fuhrich | Putzmeister Holding GmbH Head of Innovation Factory

The cooperation with ServiceLobby, especially with Simon and his team, was a complete success for our global service product group in the recycling sector. We were particularly impressed by the team's straightforward approach, outstanding technical knowledge and hands-on approach. This combination has led to efficient and, above all, immediately applicable solutions that have exceeded our expectations. I am definitely looking forward to further joint projects.

Thomas Gemeiner | ANDRITZ Vice President Recycling

Service Lobby helped us to define our strategy for the Service division with the clear aim of achieving the service gold standard. Within just five weeks, the Service Lobbyists skillfully analyzed our service, worked with us to develop the target image and translated this into an action plan. Even though the actual work (implementing the strategy) is only just beginning, we are convinced that we are now on the right track for the future. The cooperation was excellent and pleasant, even the overall management was full of praise after the final presentation.

Jakob Hansen | Rommelag Managing Director Service Division

Symbiosis of consulting and service experience

Get to know Dr. Simon Tonat, our Managing Director for Advisory and Consulting Services

Dr. Simon Tonat Managing Director

Ich habe über 10 Jahre lang in verschiedenen Positionen im industriellen Service gearbeitet, bevor ich in die Strategieberatung gewechselt bin. Daher weiß ich, dass die Arbeit nicht getan ist, wenn die Berater ihre Abschlusspräsentation abgeliefert haben.

Aus diesem Grund höre ich nicht auf der Strategieebene auf, sondern konzentriere mich immer auf die Umsetzbarkeit und Praktikabilität der konzipierten Lösung.

Meine Leidenschaft ist es, aktuelle wissenschaftliche Forschung mit langjähriger Branchenexpertise zu verschmelzen und in enger Zusammenarbeit mit unseren Kunden einzigartige Ansätze und Lösungen zu schaffen.

Ich bin dafür verantwortlich, Ihnen in unseren gemeinsamen Projekten den effizientesten und nachhaltigsten Weg zur Service Excellence aufzuzeigen!

Support needed? Let's talk!

Write to Dr. Simon Tonat (simon.tonat@service-lobby.com) or simply make an appointment by clicking on the button. Let us discuss (without any obligations) how we can best support you!

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Our consulting team

Our experienced consultants are characterized by their passion for consulting and service

Dr. Philipp Osterrieder Project Manager

During my doctorate, I did not only look at service theoretically, but also advanced it in practive within the scope of consulting projects. Afterwards, I was able to actively shape the development of the service area within a production company. Having been involved with service for more than 5 years, it is my personal concern to realize the potentials arising here for our clients.

As an engineer and doctor of business administration, I follow a very structured and pragmatic consulting approach. What are your goals? How do we get there? In logical, coordinated steps, I thus develop together with you the most efficient way to your goals.

Moritz von Schwartzenberg Senior Consultant

Before joining ServiceLobby, I worked for one of the leading strategy consultancies in Germany and was part of their Service Excellence Cluster. During this time, I got to know the variety of challenges in this field - and the enormous impact of outstanding service.

With my background in Economics, I feel especially passionate about all data-related tasks. I bring data-based insights to our clients and create meaningful quantitative models.

Jonathan Wallner Consultant

After internships with a digital and IT focus, I joined the ServiceLobby right after graduation.

With my interdisciplinary background in business informatics, I bring technical and business expertise to consulting projects. In this way, I bridge the gap between these areas for our clients and ensure sustainable project results in today's increasingly digital environment.

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