For many manufacturers in plant and mechanical engineering
Posted: Sat Jan 25, 2025 10:07 am
Artificial intelligence (AI), for example, offers great potential, especially for the service sector. From customer support to planning and provision of services and spare parts management, there are many possible applications. Technology-driven service companies in particular use AI as a differentiating feature.
From Product to Service
Rolls-Royce has been offering aircraft engines as a service rather than a product since 1997. Now, almost all Trent engines are delivered as part of a complete service package called TotalCare. Repairs, maintenance and even complete engine replacement are included in the TotalCare fee. This means that airlines do not have to make any upfront investments. In return, the agreement guarantees Rolls-Royce annual recurring revenue. To do this, the engine manufacturer needs many IoT sensors to collect data dubai consumer email list on the condition of the aircraft. Analyzing this data allows the manufacturer to proactively maintain the borrowed equipment by predicting eventual failures, adapting performance to usage and, ideally, extending the lifecycle.
the initial sale is almost a zero-sum game. The money is only earned through service. Field service management is particularly important here, from two perspectives:
On the one hand, system availability is often of critical importance and therefore has a significant impact on the customer experience and customer loyalty. Relevant KPIs here are response times and the first-time fix (FTF) rate.
On the other hand, after-sales service represents an increasingly important source of income for the manufacturing company, which needs to be secured and expanded.
Disruptors enter new markets
The competitive pressure in the service relationship between manufacturers and customers is increasingly being increased by new players on the market. In addition to manufacturer-independent multi-service providers, new, powerful players are increasingly entering the market whose business models are based on cloud services, big data and advanced analytics. The targeted business areas are being taken over in the spirit of the platform economy with such speed and brutality that any defensive reaction comes too late. The battle for data, the oil of the 21st century, is in full swing and the fields are being staked out in Wild West style.
From Product to Service
Rolls-Royce has been offering aircraft engines as a service rather than a product since 1997. Now, almost all Trent engines are delivered as part of a complete service package called TotalCare. Repairs, maintenance and even complete engine replacement are included in the TotalCare fee. This means that airlines do not have to make any upfront investments. In return, the agreement guarantees Rolls-Royce annual recurring revenue. To do this, the engine manufacturer needs many IoT sensors to collect data dubai consumer email list on the condition of the aircraft. Analyzing this data allows the manufacturer to proactively maintain the borrowed equipment by predicting eventual failures, adapting performance to usage and, ideally, extending the lifecycle.
the initial sale is almost a zero-sum game. The money is only earned through service. Field service management is particularly important here, from two perspectives:
On the one hand, system availability is often of critical importance and therefore has a significant impact on the customer experience and customer loyalty. Relevant KPIs here are response times and the first-time fix (FTF) rate.
On the other hand, after-sales service represents an increasingly important source of income for the manufacturing company, which needs to be secured and expanded.
Disruptors enter new markets
The competitive pressure in the service relationship between manufacturers and customers is increasingly being increased by new players on the market. In addition to manufacturer-independent multi-service providers, new, powerful players are increasingly entering the market whose business models are based on cloud services, big data and advanced analytics. The targeted business areas are being taken over in the spirit of the platform economy with such speed and brutality that any defensive reaction comes too late. The battle for data, the oil of the 21st century, is in full swing and the fields are being staked out in Wild West style.