Three Key Ingredients For Outcome-Based Service Excellence

There’s a major shift happening across manufacturing service organizations. While cost savings and operational efficiencies are still top benefits, companies are generating new revenue from service agents’ up-selling/cross-selling products and subscriptions. Meanwhile, for manufacturers pivoting to outcome-centric or “product-as-a-service” business models, field service is becoming more remote, contactless, and intelligent—adding pressure on service organizations to adapt so they can continue to meet customer needs and expectations.