Field Service & Aftersales Insights
Perspectives on Service Growth, AI in Aftersales, Operation and Technology
This page brings together perspectives on field service, aftersales operations, and emerging technology in manufacturing and automotive service, grounded in real implementation experience.
The articles here explore what is changing, what is working, and where execution often breaks down. Topics range from KPIs and AI adoption to dealer operations, warranty management, and the day-to-day decisions that determine whether a transformation program succeeds or stalls.
Pick a topic below to explore further or browse the latest insights.
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Latest Insights
Complex Field Service Scheduling: Why Planning Comes Before the Dispatch Console
Most field service scheduling problems in complex industrial environments aren’t tool problems rather planning problems. This article explains why standard dispatch automation doesn’t transfer to multi-technician complex jobs, where the planning layer breaks down, and what organizations need to design before a job reaches the dispatch console.
AI in Warranty Operations: From Automation to Agents to Autonomous Operations
AI in warranty operations is moving through three distinct levels – automation, AI agents, and autonomous warranty. Most organizations are at Level 1 or early Level 2. This practitioner roadmap explains what each level actually delivers, what separates automation from genuine AI, and what integration and data prerequisites determine how far you can go.
OEM Parts Pricing Strategy: When the Margin Lever Starts Working Against You
OEM spare parts are the highest-margin lever in aftersales, and OEMs have leaned on them heavily for decades. But data shows that pricing has crossed a tipping point. This article examines what’s driving defection, why OEMs keep pulling the same lever anyway, and what a sustainable aftermarket revenue model actually looks like.
Why Installed Base Management Still Fails in Manufacturing
Despite years of digital transformation, manufacturers still struggle with installed base management. Explore the operational, organizational, and governance challenges behind fragmented asset data, and what successful organizations do differently.
Service Contract Management in Industrial Manufacturing: Managing Complexity at Scale
Service contract complexity is quietly undermining aftersales revenue in industrial manufacturing. Too many contract types, overlapping entitlements, and no asset-level visibility make upselling impossible and customer experience inconsistent. Drawing on two real implementation cases, this article outlines how to design and maintain service contracts that work at scale.
The Dealer’s Changing Role in OEM Aftersales: Partner, Channel, or Liability?
OEMs are quietly undermining the dealer networks they still depend on for last-mile service delivery. This article examines four friction points reshaping the OEM-dealer relationship in automotive and industrial manufacturing, and what people, process, and technology changes are needed to build a sustainable model.
Warranty Management in Manufacturing: Why Outward Leakage Is Your Biggest Hidden Cost
Warranty management in manufacturing goes far beyond claims processing. Most organizations have digitized intake but still lose millions through dealer fraud, registration gaps, and ignored quality signals. This guide maps where warranty breaks down across the full lifecycle, and how AI in warranty management is helping close the gap.
The AI Readiness Trap: Why AI Readiness Assessment Should Come Before Roadmap
Most organizations believe they’re ready for AI because the roadmap looks solid. But execution tells a different story. When ambition outpaces data, processes, and systems, initiatives stall. This gap between intent and capability is where AI efforts fail, and where the real work of readiness actually begins.