The Servitization Blueprint: Overcoming Data Silos and Gaining Holistic Visibility

Manufacturers face operational barriers from siloed data and disconnected systems. Learn how integrated platforms, IoT, and AI enable holistic visibility, fostering collaboration and driving service excellence.

As manufacturers embrace service as a profit center, operational cohesion has become essential. Yet, many organizations remain hindered by siloed systems and fragmented data. These barriers, often rooted in legacy processes, prevent manufacturers from realizing the full potential of their service-driven strategies.

As Huckerby explains: “Businesses still often operate from a human point of view, in those silos. People default to their local objectives because that’s the thing their area is truly measured on.” This misalignment threatens efficiency, profitability, and customer satisfaction. To unlock the full potential of service operations, manufacturers in industries such as automotive, heavy machinery, and industrial manufacturing must break down these silos and achieve holistic visibility.

The Cost of Disconnected Data

Disconnected data is more than an operational inconvenience—it’s a strategic liability. When teams operate in silos, they lack the shared insights necessary for efficient decision-making and exceptional customer service.

In the automotive sector, warranty, service, and parts departments often use separate systems. This can lead to inefficiencies, such as a service team approving a warranty claim only to discover later that the parts team didn’t have the necessary item in stock. Such delays can increase repair cycle times by up to 15%, frustrating customers and straining dealer relationships(1).

In the heavy machinery industry, field technicians often work without access to real-time inventory or diagnostic data.

A technician arriving on-site may discover they lack the correct parts, forcing additional trips and prolonging downtime for the customer. For industries where every hour of downtime costs thousands, these inefficiencies are untenable.

Data usage note: By accessing this content you consent to the contact details submitted when you registered as a subscriber to fieldservicenews.com to be shared with the listed sponsor of this premium content Syncron who may contact you for legitimate business reasons to discuss the content of this briefing report.

Want to know more? Download the full white paper today!

"Unified data systems also enable manufacturers to analyze customer trends and tailor their service offerings accordingly..."

These challenges not only drive up costs but also erode trust—a critical metric in industries where long-term customer relationships drive profitability.

Breaking Silos with Integrated Platforms

Integrated platforms provide a powerful solution for eliminating silos and creating operational harmony. By unifying data from disparate systems, manufacturers can establish a single source of truth for service operations.

The Connected Supply Chain:

A global heavy equipment manufacturer implemented an ERP system that connected its supply chain, service, and field operations teams. This integration enabled technicians to access real-time inventory and diagnostic data, ensuring they arrived on-site fully equipped. The result was a 30% reduction in repair times and a measurable improvement in customer satisfaction(2).

Beyond ERP systems, emerging technologies like IoT and AI amplify the benefits of integrated platforms:

IoT Sensors: Embedded in equipment, these sensors provide real-time performance data that helps predict maintenance needs.
AI Analytics: AI identifies patterns in service data, enabling predictive maintenance, dynamic pricing, and more accurate demand forecasting.
Centralized Dashboards: Integrated platforms consolidate this information, allowing teams across departments to make informed decisions quickly.

These tools empower manufacturers to transition from reactive to proactive service models, minimizing downtime and enhancing customer loyalty.

The Benefits of Holistic Visibility

Holistic visibility offers manufacturers a competitive edge by providing a unified understanding of service operations, costs, and customer behavior.

Remote diagnostics as table stakes:

In industrial manufacturing, remote diagnostics enabled by unified data systems allow field technicians to assess issues before arriving on-site. This not only accelerates repairs but also reassures customers that their needs are being prioritized.

Unified data systems also enable manufacturers to analyze customer trends and tailor their service offerings accordingly. A manufacturer might identify that certain customers are more likely to require preventive maintenance and design targeted contracts to meet their specific needs(3).

“Inherently, people default to their local objectives… but when teams align around shared business goals, the results can be transformational...” - Luke Huckerby, Syncron

Customer-Centric Impact:

Holistic visibility doesn’t just improve internal efficiency—it enables manufacturers to offer more personalized services. By analyzing customer history and equipment performance, OEMs can deliver proactive support, strengthening customer loyalty and building long-term value.

Empowering Cross-Functional Collaboration

Breaking silos requires more than technology—it demands cultural change. Manufacturers must align teams across sales, service, and operations around shared objectives.

Understanding the Importance of the Cultural Shift of Servitization:

An industrial machinery company implemented shared KPIs that tied customer satisfaction metrics to both sales and service teams. This realignment encouraged collaboration and ensured that both teams worked toward long-term customer loyalty rather than isolated departmental goals.

Huckerby underscores the importance of this approach: “Inherently, people default to their local objectives… but when teams align around shared business goals, the results can be transformational.”

Collaborative tools also play a critical role in fostering this alignment. Real-time dashboards and integrated communication platforms allow teams to access and act on shared data, reducing miscommunication and improving overall efficiency(4).

Servitization: A Strategic Imperative?

Disconnected systems and siloed data are no longer tolerable in today’s service-driven economy. Studies show that manufacturers with fully integrated platforms are 20% more likely to meet customer expectations and reduce operational costs(5).

Breaking down silos isn’t just a technological challenge—it’s a strategic imperative. By unifying their data and fostering collaboration, manufacturers in automotive, heavy machinery, and industrial manufacturing can unlock the full potential of their service operations.

Holistic visibility enhances efficiency, builds customer trust, and drives profitability. Breaking silos is the foundation, but it’s only the beginning. As manufacturers continue to transform their business models, adopting servitization becomes the next critical step.

Footnotes:

Field Service News. “The Need to Remove Business Silos to Establish Effective Servitization.
Business Insider. “Servitization Favors the Bold: Survey Reveals Major Gaps Among Production-Oriented Companies.”
CIO.com. “Enabling ‘Servitization’ for OEMs through Connected Products.”
Field Service News. “Technology Requirements for Successful Servitization.”
Harvard Business Review. “Analytics as a Source of Business Innovation.”

Do you want to know more?

This article is an excerpt from the white paper, The Servitization Blueprint. Download and read the full white paper now!