Nearshore Americas

Global Manufacturers Favoring Customer Service over Reduced Costs

A large majority of world’s top manufacturers will create some sort of “immersive customer service experience” by 2022, placing more emphasis on fast responses to product quality issues and customer complaints than on reducing costs, reports CRN, citing a study by research firm IDC.
These manufacturers are gearing up to invest in the enhancement of the customer experience as a means to service products throughout their life cycle, the report noted. Analysts say good customer service can help manufacturers increase revenue and reduce cost over time.
The greatest area for investment across service lifecycle management (SLM) disciplines is in contact management, which incorporates call center management and other post-sales interactions. “Our research indicates that this market is growing because manufacturers are looking to capture upward of 30% revenue from after-sales services,” IDC stated.
Service providers seem to have learnt what manufacturers are looking for, the report said, adding that software vendors are increasingly creating end-to-end service life cycle offerings that combine an application platform with best-of-breed capabilities in areas such as customer engagement, field service, scheduling, and service analytics.
Technology platforms that deliver the necessary visibility into the customer and the product throughout the service life cycle will likely see a sudden surge in demand in the years to come. IDC suggests that manufacturers should seek to adopt a platform that “combines enterprise applications with best-of-breed products” for good results.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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