Service management in the intelligent, sustainable enterprise
Learn why companies that establish a platform for outcome-based models and sustainable enterprise servitization are well-positioned to survive the changing service market. Explore how SAP Supply Chain Management and SAP Customer Experience can help organizations provide core service capabilities as an integral part of the customer experience. Download the DocumentService management in the
intelligent, sustainable enterprise
intelligent, sustainable enterprise
3 | 11Service management in the intelligent, sustainable enterprise
Why service is your next growth driver
Service is no longer a cost center–it’s a source of innovation,
differentiation, and growth. Leading organizations are
prioritizing digital transformation in service to stay ahead.
Service is changing the game—it’s no longer a
costly afterthought or painful necessity but a
significant differentiator and new source of
growth. Those who move the fastest benefit the
most, making digital transformation in service an
executive priority.
This change is driven by a perfect storm of market
drivers, including:
• A gradual move from product to service
offerings
• Increasingly sophisticated and connected
industrial equipment
• Technologies such as the Internet of Things
(IoT), which open new doors for automation and
equipment performance management
Equipment acquisition: the shift from
products to services
Customers no longer buy the cheapest product.
Instead, they purchase offerings that bring the
best outcome to their business. In addition,
manufacturers need to differentiate their
products in the market and drive new revenue
streams for growth.
Both trends present an exceptional opportunity
to offer products along with new services,
including product-as-a-service models. Your
company can innovate new contracts that reflect
service-level terms and desired results. In
addition, you can transition from the traditional
roles of suppliers and operators to a relationship
between a service provider and customer with
collaborative processes across the
equipment’s lifecycle.
In this new reality, business success depends on
everyday experiences. Amazing service helps
ensure loyal customers and product success.
Conversely, as bad experiences are shared, they can
damage the brand image and feed the competition.
Wondering how you can offer a superior customer
experience through service innovation? Let’s
consider the following elements of the
equipment lifecycle.
Equipment operation: the shift from
reactive to proactive service management
Why wait for a service ticket? Smart equipment
can be connected to IoT-enabled sensors to
detect and report equipment health status and, in
return, predict failure and service needs.
Manufacturers can generate revenue through
predictive service and condition-monitoring
services, while their customers benefit from
improved equipment performance and
reduced downtime.
Why service is your next growth driver
Service is no longer a cost center–it’s a source of innovation,
differentiation, and growth. Leading organizations are
prioritizing digital transformation in service to stay ahead.
Service is changing the game—it’s no longer a
costly afterthought or painful necessity but a
significant differentiator and new source of
growth. Those who move the fastest benefit the
most, making digital transformation in service an
executive priority.
This change is driven by a perfect storm of market
drivers, including:
• A gradual move from product to service
offerings
• Increasingly sophisticated and connected
industrial equipment
• Technologies such as the Internet of Things
(IoT), which open new doors for automation and
equipment performance management
Equipment acquisition: the shift from
products to services
Customers no longer buy the cheapest product.
Instead, they purchase offerings that bring the
best outcome to their business. In addition,
manufacturers need to differentiate their
products in the market and drive new revenue
streams for growth.
Both trends present an exceptional opportunity
to offer products along with new services,
including product-as-a-service models. Your
company can innovate new contracts that reflect
service-level terms and desired results. In
addition, you can transition from the traditional
roles of suppliers and operators to a relationship
between a service provider and customer with
collaborative processes across the
equipment’s lifecycle.
In this new reality, business success depends on
everyday experiences. Amazing service helps
ensure loyal customers and product success.
Conversely, as bad experiences are shared, they can
damage the brand image and feed the competition.
Wondering how you can offer a superior customer
experience through service innovation? Let’s
consider the following elements of the
equipment lifecycle.
Equipment operation: the shift from
reactive to proactive service management
Why wait for a service ticket? Smart equipment
can be connected to IoT-enabled sensors to
detect and report equipment health status and, in
return, predict failure and service needs.
Manufacturers can generate revenue through
predictive service and condition-monitoring
services, while their customers benefit from
improved equipment performance and
reduced downtime.