INDUSTRY 4.0
38
It ’ s no longer enough for manufacturers to simply make a product . Internet of things ( IoT ) technology that collects and transmits data means they ’ re empowered - and increasingly , expected - to proactively maintain that product across its lifecycle .
Jet engine makers now get data on those engines before , during and after every flight - and can use that data to optimise performance and spot and preemptively solve issues . Manufacturers are now offering services to customers , not just products . In reality , jet engine manufacturers today are in the business of selling engine uptime , not the engines themselves .
This focus on customer service is one of the fundamental shifts for the sector . The main advantage of switching to a service-led approach is that it gives manufacturers the ability to have longer-lasting , more meaningful relationships beyond production . As manufacturers find new channels to interact with customers and add value beyond the product , they will begin to build credibility , trust and advocacy .
Manufacturing businesses often
“ As manufacturing organisations become providers ofservices rather than makers of products , they need to digitise and transform culturally ”
Paul Smith , Executive Vice President & General Manager , UK & Ireland , Salesforce
NOVEMBER 2019