The 2014/2015 European Service Trends Report
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In the past, equipment sales delivered the necessary profits for companies to run their businesses successfully. This phase is over, and focus is shifting toward service and the service industry. Because of this, the same pressures that drove equipment sales and cost cutting in the production industry throughout the 1980s and 1990s are now hitting the service industry. This has an effect on revenue and profit demands for the service industry that are ever increasing. As a result, all companies in field service are under the same pressures to find new revenue streams in services and are under tremendous cost pressure to increase margins. Methods to discover these new revenue streams include increasing the deployment of tools that leverage technology and mobility, improvements to the service process, and increased There is a transformation occurring in the services industry. outsourcing and contracting of service work. At the Field Service Europe 2014 conference, this rapidly changing scenario was approached from various angles.
My question is, “What will be next?” I am convinced that continuing to focus on the customer’s service experience in order to increase profitability will be key. Heidelberg’s Performance Plus is going exactly in this direction. We partner with our customers to help them achieve better performance in their operations and help them transform their businesses in an orchestrated fashion. We are using services to achieve this.
To my surprise, this does not seem to be a focus for the majority of field service organizations, but I’m sure will be a theme on the rise in the coming year.