Articles
Why demand for remote assistance for equipment manufacturers’ customers is increasing
In the move towards product-as-service models, where customers no longer need to buy new equipment but instead pay for upkeep and usage, we’re seeing demand for remote assistance for equipment manufacturers increase. You may think this is surprising given that in the Industrial Internet of Things, where sensors connect the digital to the physical world, […]
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How to overcome the ripple effect of re-shoring on after-sales service
Re-shoring production as a strategy to address supply chain disruption is a topic firmly in business leaders’ eyes. But as customer bases evolve, what does this mean for OEMs’ after-sales operations? In February 2022, the ONS reported that one in 20 British businesses had changed their supply chains due to Brexit, the pandemic, and geopolitical […]
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A crucial aspect of field engineering is availability. How Veritek expands your engineering reach
One of the essential traits of excellent after-sales service is the availability of engineers because no matter your sector, all equipment needs human intervention from time to time. But how do you optimise your in-house resources to ensure efficient delivery? Not having engineers in the right places can cause deployment delays and undermine customer experience. […]
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Key takeaways from The Print Show 2022
There was a danger that the momentous state funeral of Queen Elizabeth II, which marked the culmination of 10 days of UK national mourning, would overshadow The Print Show 2022, held at Birmingham NEC. While the country returned to work after an unplanned bank holiday, the event organisers opened the doors to the show. To […]
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In-house or outsourced after-sales field engineering service support. Which should you choose?
Providing after-sales field service support is a crucial driver of customer experience. Once you’ve installed customer equipment, interaction with a field engineering team becomes your primary customer touchpoint. So, you want to get it right. Be that as it may, after-sales field service support encompasses many moving parts, from triaging calls to providing remote support, […]
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Why repair centre support should be part of an OEM’s customer success story
Your customers use your products to succeed and drive their businesses forward, which is why customer success doesn’t end with the sale. Preventative maintenance is an after-sales strategy that supports customers at every step of their journey to reach their goals with your products. Yet there’s more to after-sales service than that. Giving customers access […]
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Customer equipment moves as a service: What OEMs need to know
Sometimes your customers need to move their mission-critical equipment. Perhaps the need for an equipment move is because your customer’s business has grown and is relocating to new premises. Or perhaps your customer has bought new equipment to accommodate business growth and needs to rearrange the layout of its production floor. On the other hand, […]
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How to clear an installation backlog caused by parts delays
Do supply chain delays mean you need help with your installation backlog? It’s become a familiar story. Dealing with a backlog of installation projects caused by supply chain unpredictability, including parts delays, is causing OEMs significant challenges, especially when managing the sales pipeline. First and foremost, customer experience matters. For this reason, during these turbulent […]
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