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This IDC Manufacturing Insights Perspective addresses the transformation that after-sales services is undergoing throughout manufacturing value chains. This transformation is occurring through field service innovations, predictive service platforms, and connected products.
As we move through the process of identifying the major themes and trends for next year in manufacturing after-sales service, it is useful to review some of the predictions we laid out at the beginning of 2014 as a way of setting the stage for what has changed and what is still foremost in service organizations' priorities moving into 2015. The following are several of the most notable 2014 predictions from 2014 Top 10 Predictions in Manufacturing Aftersales Service (IDC Manufacturing Insights #MI245040, December 2013):
- Manufacturers will increasingly place strategic focus on innovative service models and service revenue growth.
- Leading manufacturers will increase investment in connected service platforms.
- After-sales customer and equipment intimacy will be necessary for competitive differentiation and loyalty.
- Manufacturers will increasingly emphasize design-for-serviceability practices to fulfill SLAs on future "product as a service" platforms.
IDC Manufacturing Insights: Connected Vehicle Strategies , IDC Manufacturing Insights: Service Innovation and Connected Products Strategies , IDC Manufacturing Insights: Smart Services and Aftermarket Strategies