For the first time ever, we hosted an event in North America, and what better backdrop than the iconic skyline of Chicago from the rooftop of our...
The Future of Service: 3 Key Facts from the Aachener Service Conference in Germany
3 key topics, 8 hours, 20 presentations: Here are the issues that are currently shaping service in Germany.
Our German colleagues are sharing their insights from the Service conference. 3 main topics, 8 hours, 20 presentations: These are the most important topics, presentations and highlights from the 26th Aachen Service Forum.
Digitalization. Transparency. Customer centricity. Data security. Sustainability. These were the central topics of this year's Service Forum in Aachen, Germany. Live from the RWTH Aachen Campus, world market leaders such as Carl Zeiss or Thyssen Krupp, as well as new innovative companies like oculavis shared their experiences, best practices and innovative solutions and presented their path to sustainable revenue generation as well as increased demand and customer satisfaction.
Brilliantly led by Dr. Lennard Holst from FIR e.V. and Dr. Maximilian Schacht from the Center Smart Services at RWTH Aachen University, the following 3 main topics have emerged for us in the different presentations and respective sharing of challenges and problem solving strategies:
1. Digitalization and transparency create add value in service.
2. The customer is at the center of all service processes.
Regardless the industry, it is becoming evident that what customers are demanding is not just remote services, digital solutions and subscription models. Above all, the aspect of sustainability is slipping more and more into customer awareness and, as a result, the demand for sustainability must play an increasingly important role in the corporate goals of machine manufacturing companies.
3. Sustainability is a key driver of corporate success.
As with Carl Zeiss, this can mean achieving greater efficiency and sustainability by protecting resources and actively involving the respective service on site, or in the example of vehicle manufacturer Bernard KRONE GmbH & Co. KG, sustainable service can also be ensured through the intelligent use of data-based prognoses and defect analytics in operational processes. With regard to digital solutions, it is apparent that sustainability in terms of long-term improvements is just as important as sustainability as an aspect of resource conservation and the intelligent use of existing materials, structures and existing solutions.
The next big topic in service? The integration of cutting-edge software and digital tools into existing systems. Fulfilling the aspect of sustainability with digital services doesn't just translate to generating more revenue and profit. The most important aspect here is to not simply equate revenue with sales, but to recognize that digital services have great untapped potential in the form of cost savings and efficiency enhancements.