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      These are pivotal times for industrial manufacturing. Manufacturers must navigate an unfamiliar environment shaped by advances in disruptive technology, economic turmoil, shifting customer expectations, uncertain labor and materials supply markets, and the world’s emergence from the COVID-19 pandemic.

      Future-focused manufacturers can win by embracing digitally enabled service as the foundation of both their business and operating models.

      Everywhere you look, there are signals of change for aftermarket and field service in industrial manufacturing.

      Development and deployment of connected products will create digital services that improve service efficiency and effectiveness, increase customer lifetime value, and drive services growth.

      Manufacturers’ shift to an anything-as-a-service (XaaS) model involves the development of new services as well as the capabilities to price, sell, deliver and bill for a broad range of services through subscription, pay-for-use, or other models.

      Manufacturers are modernizing and transforming their organization’s technology architecture, applications and infrastructure. This is allowing them to establish seamless technology integration and adopt advanced digital capabilities.

      Manufacturers are optimizing capabilities to install/implement solutions that maximize value to the customer while increasing service attach rate for digital services and customer lifetime value.

      Manufacturers are building resilient supply chains that connect customers, channel partners, sales, field service, supplier development, and procurement processes to orchestrate visibility and collaboration across the lifecycle of a customer solution.

      Redefining contact center capabilities will enable efficient operations while providing proactive support across an expanded range of support areas with an omnichannel interaction model.

      Use of information, including install base and data from connected assets/sensors, will enable manufacturers to develop and model a digital view of customer solutions and the operations they support.

      Industrial manufacturers are utilizing intelligent analytics to optimize pricing, sales, quoting, service planning and service execution.

      Based on the signals of change, KPMG professionals have identified five strategic imperatives that manufacturers should focus on to accelerate and complete this shift.

      Developing data, analytics, and AI capabilities are the top actions their organization will need to take over the next five to ten years to address.

      Lower service costs, enhanced service, new offerings and revenue sources, enhanced customer value, and loyalty are some of the benefits that manufacturers can derive from digitally enabled aftermarket and field services.

      The digitization of aftermarket and field service opens the door for organizations to move beyond a traditional manufacturing business model.

      Organizations are finding that they need to move beyond a product-focused culture or even a culture of functional excellence.

      As manufacturers transition to connected products and platforms, the amount of data generated and transmitted is increasing exponentially, and the importance of data security is further elevated.

      In this report, KPMG professionals explore the opportunity for industrial manufacturers to drive improved customer experience while enhancing efficiency and effectiveness through digitally enabled aftermarket and field service. We also discuss the challenges manufacturers are experiencing with their current efforts and the capabilities that are needed for success

      Future of smart industrials

      The race to digitally enabled services

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      Norbert Meyring
      Norbert Meyring

      Industrial Manufacturing and Automotive Sector Head

      KPMG ASPAC

      KPMG China

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