The True Cost of Unplanned Downtime for Industrial Machines is Staggering
The industrial equipment manufacturing industry operates within a complex ecosystem characterized by tough operating conditions, safety regulations, operational inefficiency, and labor shortages. When industrial equipment shuts down abruptly, the cost of that unplanned downtime can be staggering.
Research from Deloitte suggests the industrial equipment industry loses $50 billion per year due to unplanned downtime. Unplanned downtime isn’t just an inconvenience; it’s a costly disruption that can significantly impact production schedules, inflate operational expenses, and even damage customer relationships. Many industrial manufacturers have focused on simplifying and automating the initial equipment sale, but industry leaders are recognizing the opportunity for robust after-sales support to minimize the impact of unplanned downtime.
For industrial manufacturers, providing exceptional after-sales service isn’t just a nicety; it’s a critical component of their value proposition to their customers. They recognize that the ability to support original equipment while it is in service directly impacts their clients’ bottom line and their long-term customer relationships.
Customer Expectations are High, and OEMs Need to Improve Their Relationships Post Equipment Sale
In the crucial moment of unplanned equipment downtime, your customers expect you, as the OEM, to provide timely support, ensure seamless communication, and help ensure the machine is up and running as quickly as possible. Equipment uptime is your most valuable asset to customers, and becoming proactive in your after-sales support will build loyalty and trust with your customers.
The challenge is that most OEMs lack the tools to deliver the quality of service their customers expect. Several challenges may be recognizable to you, including communication gaps, incomplete or inaccurate product datasets, complex manual processes, outdated parts catalogs, and a lack of in-the-field tools to quickly identify replacement parts with confidence. The lack of digital tools makes it challenging to optimize equipment performance without relying on layers of costly and time-consuming after-sales service calls and resources.
Now more than ever, industrial equipment OEMs need to adjust to the changes in the market and customer expectations. As customers are opting to keep machines in service longer, industrial equipment manufacturers need to reconcile the new reality by acting on new strategic opportunities to support clients while taking advantage of lucrative margins in after-sales parts and services.
The question becomes: How can you help your end customer minimize unplanned downtime of their equipment?
Strategic Areas to Invest in Your After-Sales Business to Help Your Customers Minimize Unplanned Downtime
1. Rapid Diagnosis and Parts Identification Minimize Downtime Duration
When a critical piece of machinery fails, time is of the essence. Top-tier after-sales support includes readily available, expert technical assistance to support customers and/or technicians to procure the right replacement parts to service the machine quickly. Even if the most experienced technicians can rapidly diagnose issues, identifying the exact parts that are needed for the repair can become a bottleneck that requires phone calls for support. If you lack a robust data system for your spare parts management process, you can struggle to provide your internal support teams and end customers with a quick procurement experience.
Efficient part identification and delivery should be as easy as buying a product on Amazon, but many industrial manufacturers lack the digital tools to automate the process. When the proper tools are implemented, your parts procurement process becomes a well-oiled machine that works 24/7 to enable anyone to quickly identify the right spare parts and purchase them with minimal delay. The faster an issue is diagnosed and the replacement parts are identified and resolved, the less time production stands still, directly saving your client consequential time and significant revenue.
2. Predictive Maintenance and Proactive Support Prevents Unplanned Failures
The best way to deal with unplanned downtime is to prevent it in the first place. Modern after-sales support goes beyond reactive fixes to embrace proactive and predictive strategies to support their end customers better and build trust in the relationship. Many industrial machines can now be equipped with sensors that allow manufacturers to monitor their performance in real-time remotely. While the data can become excessive, with the proper analysis and insights, you can identify potential issues before they escalate into critical failures.
Predictive maintenance is the gold standard that most industrial manufacturers across every vertical are working towards. If you can predict a machine’s failure before it happens, you can turn unplanned downtime into planned downtime that significantly reduces productivity from proactive service. With the right solutions, you and your customers can become more informed over time by analyzing data from multiple machines and recognizing patterns within performance. Predictive analytics to anticipate common failure points and recommend preventative maintenance schedules. By taking a proactive approach, you can help your end customers reduce unplanned downtime and turn it into routine maintenance that services equipment to your exact specifications. Predictive maintenance and proactive services help improve your original equipment in its lifespan and reduce unplanned breakdowns.
3. Reputation and Customer Loyalty are A Long-Term Investment
After-sales support isn’t just about problem-solving; it’s about building trust and fostering long-term relationships. Once a customer purchases a piece of industrial equipment from you, you have won the initial competitive battle. However, if you do not demonstrate a commitment to supporting that machine while it’s in service, your aftermarket counterparts will be there to fill the void. Excellent support signals to clients that the manufacturer stands behind their products and is committed to their success beyond the initial sale.
Rebuilding your parts procurement process to replicate a B2C-like experience demonstrates a commitment to the modern customer. A positive parts buying experience can turn a frustrating breakdown into an opportunity to strengthen the client relationship. Satisfied customers are more likely to return for future purchases and recommend the manufacturer to others. The quality of after-sales support can be the deciding factor for your clients when choosing where to source replacement parts, and ultimately influence who they make capital equipment purchases from in the future.
It’s a New Era for Industrial Manufacturers to Provide 24/7 Digital After-Sales Support to Limit Unplanned Downtime
The era of treating after-sales support as a secondary function should be in the past. As your customers now aim to keep their machines in service longer, the question becomes: How can you help them minimize unplanned downtime while improving your after-sales revenue streams? The answer lies in modern digital solutions designed to empower your customers and streamline your internal operational processes. With 24/7 access to easily identify and buy replacement parts and a focus on predictive maintenance, industrial manufacturers can strengthen their customer relationships while driving sustainable growth for their after-sales business.
Once you decide to digitize your after-sales experience, a platform like CDS Partable comes in to help provide the intuitive experience your customers expect, while allowing your service team to automate parts procurement and eliminate manual processes and communication gaps. By investing in a solution like CDS Partable, you not only improve operational efficiency and client satisfaction, but you also unlock new revenue opportunities, turning a potential liability into a powerful competitive advantage.
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