Insights

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…

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…

Scaling field service isn’t just about adding headcount or tools -it’s about building a discipline around customer outcomes. This article shares five lessons global manufacturers have learned the hard way: from fixing process blind spots and avoiding tech-first traps, to empowering technicians with AI self-help, navigating complexity, and scaling around customer outcomes. A practical, experience-driven…

Service revenue remains one of manufacturing’s biggest untapped opportunities. Many leaders have the strategy, but execution falters due to data gaps, weak change management, and unclear ownership. This article explores why most initiatives stall, what successful manufacturers do differently, and how to turn after-sales and service into real, scalable growth

AI, GenAI, and agenticAI are often hyped as replacements for customer service, but in reality – especially in after-sales and field service for manufacturing and automotive industries – they are enablers, not substitutes. These technologies cannot replace the human expertise, accountability, and customer trust required in complex, high-stakes service environments. The future of service transformation…

Service organizations have long relied on efficiency metrics like FTF, MTTR, and Uptime, but these no longer capture what customers truly value. Expectations have evolved: today’s customers look for outcomes that deliver business impact, experiences that build lasting trust, and capabilities that ensure consistent, future-ready service. The next frontier of service KPIs reframes success across…

Customers today expect Amazon-level convenience, Tesla-like innovation, and zero downtime from every product and service interaction. Yet, service leaders in manufacturing, automotive, and industrial organizations operate in a reality defined by budget limits, talent shortages, fragmented technology, and competing corporate priorities. The result is an inevitable expectation – reality gap: not every pain point can,…

By 2030, service will no longer be about fixing what’s broken – it will be about delivering continuous outcomes. For manufacturers and service leaders, this marks a profound shift. Customers won’t just buy machines; they’ll buy uptime, sustainability, and results. And in a decade defined by AI, intelligent products, and connected ecosystems, service will become…

Most manufacturers still focus on KPIs like mean time to repair (MTTR), first-time fix rates (FTF), or service response times. While these are useful, they miss the bigger picture: what customers actually care about is whether their assets are running. Uptime, not internal efficiency, is the metric that defines value.