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
Latest Insights
IT-OT Integration in Aftersales: Turning Machine Data into Service Revenue
Manufacturers invest heavily in ERP systems and industrial IoT, yet many still operate with a critical blind spot: enterprise systems disconnected from machine reality. This article explores how IT-OT integration in aftersales operations unlocks service revenue, improves field service efficiency, and enables outcome-based service models.
When the Dashboard Becomes the Project
Executive dashboards promise clarity, but poorly sequenced rollouts can shift teams from execution to optics. When red-green status indicators become visible to leadership before workflow discipline stabilizes, teams optimize for the dashboard instead of the work. This article explores how transformation leaders can design dashboard rollouts that improve governance without creating delivery friction.
Service Revenue Execution: Where the Five Levers Actually Break
Service revenue strategies generally fail at execution. This piece breaks down the five levers where manufacturers actually lose revenue: contracts, parts pricing, field upsell, warranty-to-contract conversion, and modifications. Each leaks at a specific handoff between functions with conflicting incentives, and each has a clear, ownable fix.
KPI of the Month #4: Installed Base Coverage Rate (IBCR)
Installed Base Coverage Rate (IBCR) measures the percentage of assets under active service contract or monitoring within your installed base. For manufacturing and automotive after-sales leaders, IBCR is a strategic KPI that drives recurring service revenue, enables proactive service, and strengthens long-term lifecycle monetization.
Business Case for Agentic AI in Aftersales: Quantifying Incremental Value Beyond Copilots
Most AI investments in aftersales improved productivity but failed to deliver material ROI. This article explains how Agentic AI changes the equation by orchestrating decisions across warranty, parts, dealers, and enterprise systems, unlocking incremental value beyond copilots in aftersales operations.
Sustainability & Aftersales: Why Lifecycle Thinking Is Manufacturing’s Real Climate Lever
Sustainability in manufacturing is decided long after the product leaves the factory. This article explores why aftersales and service execution, and not production alone, determine lifecycle impact, Scope 3 emissions, and customer value. By extending asset life through repair-first strategies, organizations unlock sustainability, margin growth, and stronger customer experience at the same time.
The Fully Autonomous Service Organization: What AI-Led Aftersales Really Looks Like
Aftersales is entering a new phase, one where service decisions are made before customers notice problems. This article explores what a fully autonomous service organization could look like, how AI-led orchestration changes warranty, parts, and dispatch, and why the shift is as much about operating models as technology.
Field Service KPIs for Manufacturing & Automotive: Metrics That Actually Drive Performance
Field service organizations track dozens of KPIs, yet still struggle to improve uptime, customer trust, and service profitability. This article explains how manufacturing and automotive companies should design, structure, and govern field service KPIs as a connected system that drives decisions, manages trade-offs, and scales with service maturity.