Service 4.0 - or - Industry 4.0 and the Challenges of After Sales Services
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.
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 – Digitisation 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.
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.
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.
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.
PARTS-PUBLISHER product brochure
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.
https://www.adtance.com/2018/11/05/die-bedeutung-von-after-sales-service-in-der-industrie/ | https://www.barkawi.com/BMC-Service-4-0-Final-Web.pdf | https://www.industry-of-things.de/industrie-40-erfordert-sales-40 | http://www.lean-smart-maintenance.net/WING-2016-01-AfterSalesService.pdf | https://www.management-circle.de/blog/die-digitalisierung-im-after-sales-service/ | https://mes.vdma.org/documents/Erfahrungsaustausch