How is the term Service defined for steel molds for the concrete products industry? What services does the customer expect? Which measures must be taken by manufacturers to offer a comprehensive service? The answer from the customers’ point of view is relatively simple: A functioning tool with fast solutions in case of breakdowns. To define the term service in this context, the saying “to cut a long story short” must be defined the other way around. The objective, to be able to use a problem-free tool, is clear. On the other hand, developing a concept with customer and mold specific mechanisms, is very time-consuming.