The Five Key Trends in Aftersales Customer Service in 2024
Trends do not follow any chronological order. Nevertheless, the start of the new year is a good opportunity for aftersales managers to look ahead to the coming months. In 2024, many topics that are already familiar will be relevant again — especially one topic that has been in the background up to now.
The mechanical and plant engineering industry is facing a great transformation. The volume of incoming business orders is unstable, and companies are concerned about their competitiveness. However, competitors are no longer contending only at the product level. The key to success is software solutions that boost a company’s added value.
Artificial intelligence and digital twins are regarded as important elements in the digital value-added chain. They enhance efficiency and drive progress in the areas of mechanical and plant engineering. However, many organizations do not have the specialists they require to implement these software solutions. For this reason, current industry trends are focusing on the human factor more than ever before.
Trend 1: Artificial intelligence is still an important tren
Artificial intelligence (AI) was a major trend in 2023, and it will continue to be in the spotlight in 2024. Ever since ChatGPT entered the world of AI in late 2022 and inspired even the curiosity of end consumers, there has been no end in sight.
Whereas consumers are using ChatGPT for inspiration in their daily life, companies are looking for methods of using language models to improve their processes — for example, to streamline their aftermarket processes.
How AI boosts your aftermarket processes
AI capabilities such as machine learning, data analysis, and forecasting are able to
- make service processes more efficient,
- support customers in the selection of spare parts, and
- assist them in the form of chatbots.
However, many companies are still skeptical about implementing AI, because there is still a lack of regulatory frameworks for this young technology. Nevertheless, manufacturers shouldn't miss out on this trend. They need to identify potential use cases in their own company at an early stage and launch joint pilot projects together with partners.
You can find more detailed information about AI in our blog:
Trend 2: The focus on the human factor is growing
Digitalization, automation, and artificial intelligence — these developments of recent years are creating the impression that efficiency and automated workflows are sufficient for companies to keep up with the competition. However, companies have recognized the fact that the human factor is still crucial.
Human employees are still needed
The current deficit of skilled workers across all industries underlines the indispensability of people for business success. After all, digital tools alone do not lead to efficient processes. Optimization can be achieved within companies only through the people who work with these tools.
On the other hand, digital tools are necessary to attract new talent and prepare existing teams for the processes of the future. The same goes for aftermarket processes: digital knowledge transfer in the form of virtual step-by-step tutorials or centrally available aftermarket information is crucial, whether it’s for onboarding, training or retraining employees.
You can find some ideas for effective knowledge management in our blog articles:
Customer-centricity and personalization
It is important to meet human needs, not only within companies but also when dealing with customers. Machine and plant manufacturers know that a good customer experience is an important driver of customer loyalty and competitiveness.
The aftermarket service department needs to find ways to better understand customers' wishes and challenges. For aftermarket service, the challenge is to offer solutions that bring real added value while helping the company reach its sales targets.
Discover how to achieve this goal by visiting our Quanos blog:
Trend 3: The use of digital twins for customer service in aftersales is a must-have
The experts at the Mechanical Engineering Summit 2023 all agreed that digital twins are the core technology in mechanical and plant engineering.
This was also confirmed by the digital association Bitkom Survey in 2023, according to which 63% of industrial companies are convinced that digital twins ensure success in international competition. This bridge between the real world and digital processes increases productivity and efficiency, primarily in the area of aftermarket services.
Digital twins enable troubleshooters to identify and solve customer problems faster. They also make it possible to use big data to develop new services as add-ons for products sold. Promising examples of this option include a customized service and "as-a-service" business models.
Reading tip: Smart Information for Digital Twins
Trend 4: Cloud platforms are the "new normal"
More and more machine and plant manufacturers are now offering their customers and service technicians more than just an online store for spare parts. Instead, they are after-sales portals offering that make it easy to obtain spare parts and service information. Against the backdrop of growing customer requirements and increasing digitalization, such portals are becoming ever more important.
Companies that don’t want to miss the train should be focusing on cloud platforms. According to Forrester, collaboration with partners in the areas of sales and service will play a major role in 2024. Cloud-based ecosystems will enable industry partners to offer their customers holistic solutions with the greatest possible added value.
Using data for new services
The German government's Manufacturing-X initiative is based on a related idea. The plan is to create an industrial data pool that will give machine and plant manufacturers access to data throughout the added-value chain.
Companies’ aftermarket services can also benefit from the initiative. Data is important for gaining a better understanding of customers' problems, but that’s not all. Data is also the source of personalized services and fast problem-solving, which can generate new sales potential.
Expand your know-how on this topic by reading the blog:
- 5 Tips for Data-driven Aftersales Management
- The Platform Economy Is Inevitable in Machine Construction
- B2B Service Portals: The Control Center of Your Service Experience
Trend 5: Sustainability is still a top priority
As in previous years, sustainability will continue to be important in 2024. Aftersales customer service is an important element for achieving sustainability goals.
Digital twins and AI can, for example, optimize spare parts management and extend the machine life cycle. The result is less machine downtime and greater customer satisfaction.
More information on this topic:
- Everything you need to know about sustainability in machine construction
- Specific examples of sustainable service and tips for implementation
The aftersales customer service of the future: more human, more digital, more sustainable
The following key tips will help machine and plant manufacturers to meet the challenges of 2024:
- Focus on the needs of employees and customers.
- Use digital tools to relieve the aftersales team and meet customer requirements.
- Don't hesitate to embrace trends — identify potential use cases and look for partners and customers to implement joint projects.
Quanos supports you with know-how, long-term planning, and advanced technology. By using our software solution Quanos InfoTwin, you can build your own ready-to-use Digital Information Twin, which was designed exclusively for aftersales service in the areas of mechanical and plant engineering. By using this one single tool, you can easily achieve
- greater efficiency in streamlining service processes
- AI-based optimizations of your aftermarket processes
- centralized knowledge management in customer services
- optimized spare parts management for greater sustainability
- high service excellence for greater customer satisfaction
Do you have any questions about the Digital Information Twin, or do you simply want to be up-to-date regarding the latest aftermarket developments? If so, get in touch with us! Our experts will be happy to help you.
