Forum DLM: Smart Services

On Friday, September 9, 2022, 80 representatives from international companies from various industries and science met at the Forum Dienstleistungsmanagement (DLM) at the University of Basel. The focus of the forum was on the topic of smart services, which poses major challenges for companies because existing value creation systems are undergoing fundamental change in some cases.

A wide range of practical presentations and a panel discussion offered participants innovative impulses and concrete starting points on how to deal with new requirements, e.g. with regard to the integration of service and technology development and work design in an increasingly digitalized context.

In their introductory lecture, Professors Manfred Bruhn (University of Basel) and Karsten Hadwich (University of Hohenheim) provided an overview of the trends and success factors of smart services from a scientific perspective, thus offering many points of departure for the following presentations.

Philippe Heim from Belimed AG reported on how the company has implemented the transformation from hardware to service provider in recent years. Key success factors in the market launch of the SmartHub service were the involvement of customers in the development process, user centricity in implementation, and the embedding of the digital and data strategy in the corporate strategy.

The presentation by Daniel Senn (Belimo Automation AG) showed the relevance of intelligent solutions for higher energy efficiency in buildings. A particular challenge here is to meet the different regulatory requirements in different countries and to equip the sales partners with the appropriate expertise and support during commissioning. Belimo solves this with a training platform including an integrated success control test and an app in combination with NFC technology.

Katharina Büeler used the example of SVA Aargau to show how social insurance companies can use smart services to improve the customer experience. In her presentation, she also reported on how employees are actively involved in shaping this change and, as a result, also benefit from the introduction of these services.

Jens Eckstein presented, among other things, how the University Hospital Basel is setting up a monitoring system with the help of wearables and an app to simplify the exchange with patients and referring physicians.

In the last practical presentation, Burkhardt Ditsche impressively demonstrated the role that connectivity in the form of the IntelliOPS platform plays in the business model of the Aebi Schmidt Group and the added value that digital solutions deliver for customers.

In the final panel discussion, moderated by Dr. Mareike Ahlers, Managing Director of Prof. Bruhn & Partner AG, the participants discussed how to motivate teams in the process of developing smart services.

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