Redefining High Tech Manufacturing For A Servitized World

By Tom Paquin, Contributor, Future of Field Service

Manufacturers of technical and office equipment have, just like manufacturers from other disciplines, embraced the importance of making service a component of their solutions. Offering service alongside traditional business practices makes a lot of sense for these companies—the overhead is low, the opportunity for subscription-based selling naturally increases, and there is implicit value in taking customer relationships beyond the transactional.

High tech manufacturers and sellers of both business and consumer products have embraced this approach, but with a massive diversity of devices and an uncertain geography to manage service appointments within, many manufacturers don’t know where to begin bringing service under one roof.

High tech service is by no means a new concept, as much service happens in an inter-office level, or by independent labor. Many businesses, hoping to own more of their customers’ perceptions of their products, are looking at ways to own more of that service directly, and deliver it as upsells and new products.