3 Top reasons for machine suppliers and distributors to expand after-sales service

makula2_expand After Sales Services

Today, comprehensive after-sales services form a significant part of the value chain and are considered one of the most important competitive advantages for machine manufacturers and distributors. In Germany, the share of services in the gross domestic product has already risen to 70 percent. In an international comparison, however, Germany is only in the middle […]

Tickets Please: How an automated ticketing system improves your customer service

Makula Phone_After Sales Service Trends

With digitalisation, customer service has incredibly changed. Being on hold for hours in telephone support is a thing of the past. Especially in the customer service of machine suppliers and distributors, speed and reliability are in demand. 90 per cent of customers expect an “immediate” answer to their question to the customer service. And “immediately” […]

Industry 4.0: What is servitisation? Why OEMs should not miss this opportunity

Makula_After Sales Management

Did you know that the development and acquisition of machines account for just 10 percent of the costs during their entire life cycle? The remaining 90 percent is for their maintenance, operation and disposal, according to Accenture. No wonder, because large industrial machines can have running times of up to 40 years. Service is in […]