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How After-Sales Services Can Transform Your Manufacturing Business
In today’s fast-paced and increasingly complex manufacturing environment, after-sales service has emerged as a critical differentiator for businesses seeking to build lasting customer relationships and operational efficiency. With the rise of e-commerce, product returns have become an essential part of the sales process, making after-sales services more vital than ever before.
Excellent customer service is now the most important factor in purchase decisions for 83% of customers, and unsatisfactory service can cost U.S. businesses over $62 billion annually. As manufacturing businesses confront a perfect storm of challenges including workforce shortages, operational complexity, and downtime costs, it’s essential to re-evaluate traditional after-sales strategies.
Manufacturing environments have evolved from isolated, locally-controlled operations to complex, interconnected ecosystems where even minor equipment malfunctions can have devastating consequences. In this context, digital after-sales service is no longer a luxury but an absolute necessity.
To address these mounting challenges, innovative manufacturers are harnessing the power of digital technologies like remote access and augmented reality (AR). By implementing these innovations, businesses can transform after-sales support from a cost center to a strategic competitive advantage.
Remote Access Technologies
One key innovation is remote connectivity. This approach enables service technicians to troubleshoot and resolve issues without physically traveling to customer sites. The benefits are numerous: reduced travel costs and carbon emissions; faster, more efficient problem-solving; more effective utilization of limited technical expertise; instant global support for customers; and minimized disruptions.
A leading professional coffee machine manufacturer successfully implemented remote access technologies, resulting in a 20% reduction in time-to-resolution, a 15% decrease in travel-related expenses, and enhanced customer satisfaction. Crucial steps in implementing these technologies include ensuring seamless integration between IT and OT systems, establishing robust documentation processes, enabling global collaboration, and comprehensive onboarding for all employees.
AR Support
In addition to remote access technologies, AR is pushing the boundaries of traditional support models. By providing step-by-step visual guidance, businesses can deliver real-time interactive problem-solving. Using immersive 3D instructional materials, technicians can now “step into” machine environments using spatial computing. Porsche USA has successfully leveraged AR technology to revolutionize its service operations.
By empowering technicians with remote assistance tools and enabling faster issue resolution, this luxury auto manufacturer is delivering exceptional customer experiences. To effectively implement AR in after-sales services, organizations should create interactive 3D instructions that technicians can follow at their own pace; combine AR with other technologies like digital twins or AI for enhanced analysis; and focus on practical applications addressing downtime and service efficiency.
Conclusion
As manufacturing evolves from isolated operations to complex ecosystems, digital after-sales service has become an absolute requirement. Businesses must re-evaluate traditional strategies in the face of workforce shortages, operational complexity, and downtime costs. By embracing remote access and AR technologies, companies can overcome these challenges, minimize operational disruptions, reduce costs, and ultimately transform their after-sales services from a cost center to a strategic competitive advantage.
In this article, we have explored how innovative manufacturers are leveraging digital technologies like remote access and augmented reality (AR) to address the multifaceted challenges in after-sales service.
Source: https://www.forbes.com/councils/forbestechcouncil/2025/04/01/how-after-sales-services-can-transform-your-manufacturing-business/
