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.

Explore Field Service Topics

Service Revenue & Business Growth

Field Service Transformation

AI & Emerging Technology

KPI & Performance

Tools & Case Study

Latest Insights

Industrial machine displaying a high NPS score while showing multiple unresolved service issues, illustrating Goodhart's Law and the dangers of optimizing customer satisfaction metrics over service quality.

KPI & Performance

The NPS Trap: When Measuring Satisfaction Hurts Service

NPS was built to predict aggregate customer behavior, not to drive individual scorecards. When teams hound customers for higher scores, the number stops measuring satisfaction and starts measuring appeasement. This piece breaks down why the scale fails at the individual level, and what service teams can track instead.

Iceberg illustration showing the gap between a field service management software demo and the hidden operational complexity of real-world service processes including asset hierarchies, warranty rules, parts logistics, and system integrations.

Field Service Strategy & Transformation

Why Great FSM Demos Create Bad Decisions

FSM platforms get bought on what they promise in a demo, not on whether they fit your actual process complexity. This article traces a real implementation where that gap surfaced mid-project and lays out a pre/during/post framework for catching it before it costs you months and a vendor rebuild.

Four-horizon framework for OEM service delivery redesign amid technician shortage

Field Service Strategy & Transformation

The Technician Shortage Won’t Be Solved by Hiring. Here’s What OEMs Need to Rethink Instead

When a service leader spots a technician gap on the roster, the response is almost reflexive: open a requisition, raise the offer, wait. It feels like action. But in 2026, it is closer to wishful thinking. According to a 2026 manufacturing outlook study, 79% of manufacturing executives now identify skilled labor shortage as their single…

A service planning workspace showing printed work packages, a Gantt chart scheduling dashboard on a laptop, and task dependency annotations on a whiteboard in an industrial service office environment

Field Service Strategy & Transformation

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 - from manual processing to automation to agentic systems and autonomous warranty operations

Field Service Strategy & Transformation

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.

A pair of hands holding two parts packages side by side, an OEM branded box on the left and a plain independent aftermarket equivalent on the right — in a blurred automotive workshop environment

Service Revenue & Business Growth

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.

Industrial manufacturing illustration showing multiple business functions viewing the same asset through different systems and data perspectives, highlighting installed base visibility challenges, fragmented asset data, service operations, contracts, warranty, supply chain, and AI analytics in manufacturing.

Service Revenue & Business Growth

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.

A service operations manager reviewing a contract management dashboard and asset hierarchy on dual monitors in an industrial office environment

Service Revenue & Business Growth

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.

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