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
Why Uptime Is the KPI That Really Matters in Service
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.
How AI Can (Actually) Help After-Sales Service – Beyond the Hype
Discover how AI is revolutionizing after-sales in industrial manufacturing – from complaint triage and technician scheduling to predictive maintenance and customer companion bots. This in-depth guide explores business challenges, real-world use cases, and measurable KPIs, helping manufacturers unlock efficiency, revenue, and customer satisfaction at scale.
The $100M Opportunity Hiding in Your Installed Base
Every industrial organization is sitting on an untapped revenue engine, the installed base. Yet, without asset lifecycle visibility and a strategic aftermarket approach, millions slip away each year. Discover how C-level leaders can unlock millions in untapped revenue from service contracts, parts sales, upgrades, and asset insights. Learn six proven levers for aftermarket growth, and…
5 Strategic Mistakes That Are Sabotaging Field Service Success
In 2025, companies are investing heavily in field service transformation, but many still miss the mark. This article uncovers five critical missteps, from treating field service as a cost center to neglecting customer journeys, sidelining frontline teams, and misaligning business and IT. It’s a wake-up call for leaders to rethink transformation not as a tech…
The State of Field Service in 2025: Trends, Challenges & the Road Ahead
In 2025, field service is no longer a back-office function, it’s a strategic growth engine. This article explores key trends like predictive maintenance, unified technicians, and Agentic AI, along with challenges in talent, tech stacks, and digital adoption. Learn where field leaders should focus and why solving real problems, not chasing shiny tools is the…