Change the service game with connected products

Machine builders and original equipment manufacturers (OEMs), particularly those with globally-distributed fleets, are facing the ‘yin and yang’ of growth and competition. On one hand, it’s easier than ever to enter the global market, building and maintaining machines from Amsterdam to Zhengzhou. But this ease of accessibility also leads to increasing competition and the entrance of low-cost machine builders, making it hard to stand out in a crowded marketplace. 

As machines become commoditized, it limits differentiation among builders. Therefore, exceptional after-sales service is vital for machine builders to be competitive. In a typical situation, machine builders are responsible for servicing the machines they sell, either through warranties or service contracts. But it can be hard to maintain customer satisfaction. Each hour of machine downtime leads to production losses – and if the issue is unexpected, it takes much longer to fix. Adding to the strain, manual service costs are also increasing, due to the costs of traveling to global locations and shortages in personnel and expertise. 

Aside from service, expectations of machine owners and operators are growing in other ways, too: they want more connected, adaptable, predictable, dependable, and extendable machines and systems.



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