4 min read

Service 4.0 - or - Industry 4.0 and the Challenges of After Sales Services

26.05.2020

Service 4.0

Over the past weeks and months, we have witnessed how necessary digitalized technologies have become in all areas of life in times of Corona. Especially at the workplace, whether in the home office, in schools, workshops or production facilities.
Many manufacturers and operators have become aware in the course of the production stop by Covid-19 that the production business is not sufficient as sole source of revenue.

It is necessary to find new ways of generating revenue, to revise processes and to expand the service business.

According to surveys by the Fraunhofer Institute and the VDMA, the after sales service, which has been severely underestimated to date, is responsible for 20% of total sales. There is a great potential for expansion and growth in this area.

But especially in the service sector there are no concrete signs in the direction of digitalisation.

Today service is still analog

   

Digitisation starts with a change of the mindset. Move your service technicians away from paper catalogues and handwritten notes to digital online and offline solutions, making their daily work easier.

inconsistent data sources

 

They no longer have to spend hours leafing through the spare parts catalogue for maintenance and repairs. Parts no longer have to be ordered by phone or fax, circuit diagrams and technical documentation no longer have to be searched for in separate folders - all of this is part of an interactive information system.

  • No media breaks
  • Fast, effective finding and ordering of spare parts
  • Efficient processing of maintenance cases

The digitisation of your service is not far away. You only need to turn a few knobs to optimize your processes, increase your turnover and inspire your customers.

Service 4.0 – Digitization makes it happen

Inspired by "Industry 4.0", Service 4.0 is concerned with the innovative further development of the classic service business by means of forward-looking technical possibilities opened up by digitalization and networking.

Away from time-consuming, expensive and inefficient customer service on site, towards perfect, individual customer care and intelligent spare parts management at a distance - making use of all possibilities of digitalization.

Driven by the needs of the customers, the focus of after sales is changing away from the old supply-oriented approach to a new demand-oriented approach. The focus of Service 4.0 is no longer on feasibility and practicability through technology or the manufacturer, but on acute customer needs.

Focusing on customer needs while at the same time individualising the service offering are key issues for the coming years and will be introduced into service in giant strides - and irreversibly so. Digitisation opens up huge opportunities and - in addition to massive efficiency gains - offers a competitive advantage that can hardly be overestimated: the customer is satisfied.

Improve service efficiency

Digital networking of company processes and resource efficiency should also be introduced in maintenance, repair and spare parts management. Paperwork, manual resource planning, lack of overview of materials, paper-based repair guides, etc. lead to media breaks, wasted time and resources for service and ultimately for their customers.

These traditional procedures have long since become outdated, extremely error-prone and inefficient.

Increasing competitive and cost pressure makes it necessary to digitalize not only production but also service.

 

Predictive Service

The trend is moving from "reactive services" to "preventive services" to "predictive services". Predictive services use the advantages of preventive services and supplement them with a learning function that makes it possible to foresee downtimes caused by the local influences of the plant components.

CAse 1: Troubleshooting

To ensure that work can continue without interruption, the machine itself triggers a service ticket in the event of a defect. This invites the service technician to connect to the machine remotely and to correct the fault remotely within the shortest possible time. Valuable time is saved and downtimes and consequential damage are avoided.

Case 2: Maintenance

If maintenance is due on a machine, the manufacturer's service department automatically receives a message from the machine. Now the maintenance can be planned with the customer and an appointment can be made. In this way, downtimes for maintenance are significantly reduced and can take place at convenient times.

Product brochures

Save time - increase revenue

Digital parts management is a necessity in the age of Service 4.0.

It is now relevant for your employees to have spare parts and parts information available online. For a more efficient and higher quality working method. Generate more turnover, increase catalogue production, have daily updated data and satisfied employees and customers.

Download brochure for manufacturers

Download brochure for operators

We keep you up-to-date


Would you like to be regularly informed about the latest trends and innovations in the service, maintenance and spare parts sector? Then subscribe to our newsletter.

Subscribe to newsletter

additional articles:

2 min read

Increase Your Added Value in After Sales Service

Whether plant or mechanical engineering, vehicle construction, component or equipment manufacturing, the spare parts business became strategically more and more important within the last years. Spare parts are a major revenue driver in service for...

3 min read

Service Excellence: Personal and Digital

The strategic relevance of excellent customer service is growing and the requirements have increased massively, especially in recent years. Digitalization is providing new touchpoints for customer service, while at the same time there is increasing...

4 min read

Remote Services in After Sales - Advantages and Use Cases

From installation and maintenance to troubleshooting: The year 2020 in particular has shown that these services are also possible remotely - i.e. without on-site presence. Even complex problems can be solved by remote support.

Supported by the right...