Noventum
Driving Growth in Field Service

From the humble origins of just a two-person office in Holland, Noventum, a global leader in developing exceptional growth strategies based on value-adding services, now runs a business in three continents, over 200 successful projects with a proven track record of improving growth and profitability. All these successes were possible only by the load of the brainstorming and action taken by Hilbrand Rustema, the founder and managing director of Noventum. Rustema noticed the service gap in the industrial world, where the majority of the organisations focused mainly on product-related services and overlooked customers’ service needs. This paved the way to the development of Noventum. The company’s journey has been transformational for businesses to cut service costs and achieve sustainable and profitable growth, with a set mission to unlock the immense potential of service business in organisations.

To achieve a proven testimony in initiating and driving growth, Noventum analysed the challenges hindering the customers in the areas of growth, profitability, customer experience, innovation, and people. Th e company concluded the reasons behind the challenges as, the high competition in the business that pressurises even the most sophisticated products. And to overcome the burden on growth, organisations often use cost-cutting as a strategy, which affects profitability.

Secondly, price, features, and quantifiable benefits, still do not persuade the customers over the emotional connection to the brand that remains the defining factor in a purchase decision. This emotional connection remains a mystery to many organisations as they allot their innovation budgets entirely to the R&D for feature-driven product innovation and neglect the service innovation. And, finally, the challenge of people arises as staff costs often shoot up to 80 per cent of the operational costs in a service business.

Noventum presented solutions to these challenges through its state-of-the-art service transformation centre (STC), a powerful, self-service, and interactive knowledge base that enables and accelerates the digital service transformation journey. The STC helps its clients develop the people and skills necessary to deliver a sustainable solution by using its proven process models, service management practices, service solution blueprints and so on. Further, Noventum answers each of the challenges with individual services, namely consulting, service IT, People Development, SCP standards, and Recruit4Service. For instance, in the branch of consulting, the company guides it global manufacturing and industrial service clients to extend and improve the performance of service operations. Th rough service IT, Noventum helps to focus on the scope, requirements and IT architecture for the Service management solution of the clients, and implement the solution effectively.

Equipped with such efficient service offerings, the company reiterates its success with a practical success story. oith Paper, a leading machine-building and engineering company in paper manufacturing, struggled due to the severe pressure on paper consumption. Noventum joined hand with Voith paper and made a drastic change with internal and external interviews to understand the organisation culture and customer feedback. Finally, the findings of the interview were discussed during a workshop, which led to the development of a roadmap for future steps. Thus, the transformation program realised productivity improvements and drove growth through the development of new services.

Noventum is further conducting researches to explore the ways manufacturers prosper in increasingly services led the world. Noventum is constantly on a lookout to improve the customer service orientation of manufacturing and industrial service organisations.