Mihir Joshi

A global data center equipment manufacturer set out to boost service revenue and asset visibility through digital transformation. Along the way, they uncovered lessons about user alignment, technology choices, and ecosystem realities. This real-world case study explores how assumptions evolved into insights – and how the organization turned complexity into clarity, building a stronger foundation for customer and partner engagement in manufacturing digital transformation.

ServiceNow Field Service Management extends the Now Platform’s workflow power to field operations. It delivers intuitive mobile experiences, strong integration with IT and customer service, and easy configuration for technical users. However, the desktop UX can feel cluttered, pricing structures are complex, and navigation takes time to master. Best suited for IT-mature enterprises seeking to unify digital and field operations, it’s a powerful but demanding platform for connected service delivery.

When the pandemic disrupted global business operations, one HVAC manufacturer turned uncertainty into opportunity. Instead of pausing its digital transformation, the company reimagined its field service strategy – creating a digital platform that enabled clients, technicians, and dispatchers to collaborate on solutions for a safe return to office. Here’s how agility and customer focus reshaped their service business.

Customer support is increasingly frustrating – bots don’t understand complex problems, human contact is hidden, and agents often stick to rigid scripts without real authority. This blog shares a personal experience with delayed medicine delivery, contrasts it with Amazon India’s empowered model, and explores how GenAI customer support and Agentic AI can improve customer care by empowering agents and creating outcome-driven, human-centered experiences.

ServiceMax Asset 360, built on Salesforce, helps manufacturers gain visibility into assets, contracts, and warranties across the full lifecycle. This review explores how it enables revenue growth by standardizing asset tracking, defining serviceable markets, and running campaigns. We also highlight common challenges like integration with SAP/MDM, hierarchy limits, and customization needs. Learn where Asset 360 excels, where it falls short, and whether it’s the right fit for your service strategy.