Digital Maturity Survey for Service Providers

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This survey measures your company’s capabilities in managing Customer Relationships, Recurring Revenue Models, and Service Contracts. (Scoring for Response Options: 1 = Never/Manual, 5 = Fully/Integrated)
This section measures the planning of human resources required for service delivery and the associated financial controls.
A1. Is Resource Planning (personnel assignment) performed automatically, taking into account employees' current competencies, certifications, and project workload?
A2. Are project/contract labor costs compared against the budget to track real time profit/loss status and variances instantaneously?
A3. Are customer contract renewal dates, price escalations, and discount conditions managed within a centralized system, and are automated alerts provided?
A4. Is revenue generated from project and service contracts automatically recognized in the Accounting (Finance) system according to the correct timing and method (e.g., IFRS 15)?
A5. During the quoting/bidding phase, can the estimated costs and availability of the resources to be assigned to the project be viewed in real-time?
This section measures service quality, compliance with Service Level Agreements (SLAs), and process efficiency.
B1. Is the SLA (Resolution Time) performance for all customer requests (Helpdesk, Incident Reports) automatically measured and reported?
B2. Can field technicians or consultants start and complete work orders on their mobile devices at the service location (on-site) and obtain digital customer approval?
B3. For recurring services (e.g., monthly maintenance, license renewals), is billing executed automatically based on defined periods and conditions?
B4. Is the transition of a service from one phase to another, or its final closure, enforced by the system only after all necessary quality and documentation checks are completed?
B5. Are customer complaints and service satisfaction data automatically linked to the specific project/contract record where the service was provided?
This section measures the management of equipment tied to the services provided and the administration of post-service processes.
C1. Is the inventory and history of equipment (hardware, servers, software licenses) belonging to the customer or used for the service tracked in a centralized system?
C2. Can field technicians view the stock status of spare parts or licenses used for service operations in real-time via mobile devices?
C3. Are the processes for decommissioning and disposing of assets (hardware/equipment) that have reached the end of their contract or have malfunctioned managed within the system?
C5. Are employees' travel expenses integrated into the system on a project/contract and task basis through automated approval processes?
C5. Are the legal labeling, ingredients, and allergen information of your products automatically managed and controlled according to the regulations of the exporting country?