This IDC Manufacturing Insights Presentation predicts that, in the coming year, brand owners and product manufacturers will take steps to capitalize on the fact that superior service of customer-owned assets contributes significantly to customer loyalty and can be a source of long-term, profitable revenue. As a result, service organizations will get a better seat at the corporate strategy table and along with this C-level visibility will come a demand for greater corporate oversight as well as mounting pressure to improve overall service. This will warrant a holistic approach to service, and companies will begin to institute better multidisciplinary practices and work to create a "digital thread" that involves standardizing and integrating disparate systems, data structures, and workflows across both global regions and process domains. Successful companies will drive alignment between the service organization and IT, utilize a systematic approach to governance standardization, and involve end users (service technicians) when prioritizing investments. These companies will also utilize metrics that measure the improvements in service efficacy and establish service goals that these projects are expected to deliver. Organizations committed to service excellence will experience improved customer satisfaction and higher service revenue and profits.
IDC Manufacturing Insights: Smart Services and Aftermarket Strategies