What technology is empowering servitization?

What technology is empowering servitization?

In our industry at large, there has been a consistent integration between effective service operations and the technology we use within our sector.
However, as we outlined earlier in this report servitization as a strategic operation has been in existence for at least fifty years.

 

So the question remains is servitization dependent on investing in technology? 

 

We asked those organisations who have introduced a servitized element into their service portfolio, ‘How critical is the use of technology to enable you to deliver the servitized solution?’ 

 

The response here was emphatic. All respondents stated that they believed technology was important and that it would be challenging to operate a servitized model without technology. A third of all respondents within this segment of the study went further to state that they believed that it was critical and that servitization couldn’t be delivered without it. 

 

Further to this, when we put this same question to the group currently developing their servitized offering, once again, all respondents stated technology was important, and almost three-quarters stated they felt it was critical. 

 

To dig deeper into which technologies were viewed as important for servitization, for those organisations who had already developed a servitized element within their service portfolio the following technologies were the most frequently cited.

 

 

 

  • IoT (i.e. assets capable of connecting remotely) – 100% 
  • Data Analytics/Big Data – 71% 
  • FSM System – 69% 
  • Artificial Intelligence – 64% 
  • CRM System – 58% 

 

We also asked those organisations currently developing their servitization offering which technologies they needed to either introduce or improve within. When we compare those responses with the key technologies that were listed above, there is a clear correlation between the two groups. 

 

  • IoT (i.e. assets capable of connecting remotely) – 56% 
  • Data Analytics/Big Data – 44% 
  • FSM System – 39% 
  • Artificial Intelligence – 39% 
  • CRM System – 58% 

 

As we look at the comparison of these two sets of data, it is interesting to see that those who are developing their servitization offering see less need within these core technologies than those who have already established their offering. 

 

Once again, this will be a key area of discussion within our follow-up interviews within the qualitative phase of this study. 

 

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"It is interesting to see that those who are developing their servitization offering see less need within these core technologies than those who have already established their offering. "

 

  • IoT (i.e. assets capable of connecting remotely) – 100% 
  • Data Analytics/Big Data – 71% 
  • FSM System – 69% 
  • Artificial Intelligence – 64% 
  • CRM System – 58% 

 

We also asked those organisations currently developing their servitization offering which technologies they needed to either introduce or improve within. When we compare those responses with the key technologies that were listed above, there is a clear correlation between the two groups. 

 

  • IoT (i.e. assets capable of connecting remotely) – 56% 
  • Data Analytics/Big Data – 44% 
  • FSM System – 39% 
  • Artificial Intelligence – 39% 
  • CRM System – 58% 

 

As we look at the comparison of these two sets of data, it is interesting to see that those who are developing their servitization offering see less need within these core technologies than those who have already established their offering. 

 

Once again, this will be a key area of discussion within our follow-up interviews within the qualitative phase of this study. 

 

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