Data-Driven Approach to After-sales Services
Virtual twins and advanced analytics drive performance optimization, operational efficiency, and superior customer service.
After-sales services represents from 30 to 60% of total revenue for original equipment manufacturers (OEMs) – and growing. Rising demand for highly customized and configured equipment, coupled with the need to stand out in a competitive market, is driving this shift.
At the heart of these higher value, higher return outcome-based sales models is data. Becoming multifaceted service providers requires industrial equipment manufacturers to understand their equipment better by tracking asset behavior in the field to anticipate and mitigate downtimes. To do that, they must aggregate and contextualize all data across the enterprise and their installed base, make sense of it and turn it into actionable knowledge.
The Rise of Virtual Twins in Operation
Explore cutting-edge innovations and insights with industry leaders Morgan Zimmermann, CEO of Netvibes, and Philippe Bartissol, Vice President of Industrial Equipment, as they demonstrate how Virtual Twins and a data-driven approach are revolutionizing field services and shaping the future of Industrial Equipment.
Imagine having access to all the data you need to improve equipment reliability and boost operational efficiency. Manufacturers can achieve exactly that by taking advantage of the data science, advanced analytics and virtual twin capabilities in the 3DEXPERIENCE platform. They can then feed all this information back into the engineering loop to guide new product development and deliver tangible value to customers.
A holistic approach like this allows manufacturers to:
Collaborate
Connect all stakeholders in the value chain within the same 3D model so they can access all the relevant information they need about the equipment and contextualize it.
Customize
Capture customer requirements at the concept-stage and carry out ongoing simulations and feasibility studies to validate designs.
Anticipate
Detect and remedy technical issues early on and take preventive action across the installed base, considering maintenance requirements, the feasibility of retrofits and ways to extend the operational lifespan of equipment and components.
Optimize
Track the behavior and health of all equipment and carry out continuous fine-tuning to enhance performance, reduce environmental impact and support long-term sustainability objectives.
Virtual twin capabilities offer innovative ways for OEMs to manage their assets. By linking the 3D virtual representation of a specific equipment to the physical version in operation, they can begin to determine precisely how it will perform in an almost limitless range of scenarios throughout its lifecycle.
The 3DEXPERIENCE platform delivers everything OEMs need to visualize, model and simulate complex equipment, systems and processes. By combining the science-based representation of specific equipment with NETVIBES real-world data science solutions, they can monitor and actively manage operational equipment in the field to unlock new insights and truly revolutionize the after-sales experience.
Data Science and the After-sales Revolution in Industrial Equipment
Discover how data science and virtual twins of equipment in operation unlock new opportunities for manufacturers to proactively manage asset performance in the field and radically enhance customer service.
Data plays a transformative role in decision-making within the Industrial Equipment industry by providing actionable insights that drive efficiency, reliability, and innovation. Real-time data from connected equipment strengthens the value proposition for original equipment manufacturers (OEMs) by offering a comprehensive understanding of operational performance. These insights enable OEMs to make proactive, data-driven decisions, such as optimizing maintenance schedules, reducing downtime, and enhancing energy efficiency. Additionally, OEMs can leverage this data to predict and prevent equipment failures, improve product designs, and deliver tailored, high-value services that boost customer satisfaction and loyalty.
Virtual twins are revolutionizing the way industrial equipment is operated and maintained in the field. These highly detailed digital replicas of physical assets, enriched with live operational data, empower OEMs to monitor performance, predict maintenance needs, and optimize asset efficiency in real time.
Through virtual twins, manufacturers can proactively create service Bills of Materials (BOM) and associated maintenance programs during the product development phase. These virtual twins are then linked to specific machines by their serial numbers and locations, providing a precise view of how each asset is performing in its operational environment.
By integrating data from Industrial Internet of Things (IIoT) devices and service reports, OEMs can simulate potential scenarios, anticipate challenges, and optimize asset usage. This approach enables manufacturers to identify and resolve issues before they occur, significantly enhancing equipment uptime and customer satisfaction.
After-sales refers to the comprehensive range of support and services provided to customers following their purchase of a product. It includes activities such as installation, maintenance, repairs, training, and warranty services, aimed at ensuring the product operates effectively and meets customer needs. This phase of customer interaction builds trust, enhances satisfaction, and fosters loyalty by demonstrating a company’s commitment beyond the point of sale.
After-sales services not only help resolve post-purchase issues but also offer opportunities for upgrades, feedback collection, and revenue generation through additional services or complementary products. Ultimately, it strengthens brand reputation and cultivates long-term customer relationships.
The after-sales process ensures customers receive ongoing support and value after their purchase. It typically begins with confirming delivery, introducing available support services, and assisting with installation or training. This is followed by routine maintenance, addressing warranty claims, and resolving issues. Ongoing customer engagement through feedback collection, updates, and upgrades fosters satisfaction and loyalty, ensuring a strong relationship throughout the product lifecycle.