With more and more companies expecting a significant part of their business to come from an extended service business, we need to successfully transform your service business and boost your company’s profitability using innovative service products.

It’s no longer enough to serve knowledge to service centre staff, field service technicians and customers using explicit manual interfaces and through static pre-defined paths. Service organizations need to embrace digitalization and switch to a service-oriented architecture enabling proactive, human-centered and data-driven offerings delivered as a truly seamless omnichannel user experience providing dynamic and real-time successful troubleshooting paths.

In this shift, knowledge is currency and key to owning the future of excellent service. Superior use of knowledge will set OEMs apart in an increasing competitive market, where the costly time spent on the ground must be reduced and will play an even bigger role in the future. Enabling all techs – even third parties or customers’ own techs – across the service organisation access to big data, analytics and machine learning will determine who makes it or not.

With a high-quality knowledge base and automation, you can send a less skilled technician to solve the problem with a high likelihood using new advanced digital technology.