Capital Equipment Manufacturers Find The Path To Mission Critical Service

The delivery of exceptional service has become a lucrative business for many organizations. However, this is a lagging indicator of success, as service profits are the result of efficient processes, great customer service, and the timely resolution of service requests. In order to reach this evolved state, manufacturers and service organizations have to change their mindset to focus on resolution and the customer, and not solely on operational efficiency. Aberdeen's March 2014 State of Service Management Roadmap to a Profitable 2014 report highlighted that nine out of ten Best-in-Class (94%) firms managed their service operation as a profit center and strategic function of the organization. Manufacturers and service organizations have begun to gain more clout across the organization, based on the value of delivering a service solution to a customer in their time of need. In January and February 2014, Aberdeen sampled 225 service and manufacturing firms, and this report will take an in depth look at the 90 capital equipment manufacturers to better understand the key trends and challenges facing this industry vertical.

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