For decades, the balance of power in the customer experience has been shifting. Simple, fast, automated B2C experiences have raised B2B expectations, where the latter desires the ease of the former. The psychology of the buyer is changing, where service just about outweighs any other aspect of a tangible product.

But, over the last year, this widening gap between customer expectations and after-sales service realities has served as the catalyst for manufacturers to make major changes and, ultimately, the shift toward servitization. This shift, where manufacturers must evolve from selling products to selling the outcome or value that products deliver, is driving manufacturers to change the way they do business.

That’s why we created our newest Orange Paper, 2019 After-sales Service Predictions: Powering The Journey To Servitization Through Maximized Product Uptime– to help manufacturers evolve their after-sales service operations from reactive, break-fix models, to ones focused maximized product uptime.


In this paper, we collected insights from academics, customers and industry leaders to understand how manufacturers can capitalize on this significant business opportunity to improve customer loyalty and financial performance over the course of the next year. Our respondents include:

With their extensive experience in the manufacturing industry, these thought leaders have seen a lot of change happen over the last few years – change that has drastically impacted the way the original equipment manufacturer (OEM) does business. Amidst these changes, we’re predicting:

  1. 2019 will be the year that manufacturers start to seriously acknowledge the time needed to accelerate their shift toward servitization and maximizing product uptime.
  2. Manufacturers will reckon with the need to assess all areas of their organizations to ensure that each function is fully prepared to make this shift and create proactive plans to put resources in place to address deficiencies.
  3. The coming year will force manufacturers to take a hard look at their technology investments and recognize the gap between where they are and where they need to be.

Everything from how organizations are structured to where financial investments are allocated has been affected by the evolution of after-sales service; and, with every passing year, predicting the effects of this industrial revolution serves as the key to staying relevant and successful. 2019 is set to serve as a pivotal year for the OEM, and what’s in store will depend largely on how time, talent, and technology are prioritized in the year ahead.

Download our new Orange Paper to learn more about what these thought leaders predict will be major manufacturing trends in 2019 and beyond, and what resources and technologies will be needed to win.