Focus Day “Creating trust in and through digital solutions”

The first meeting of the Service Leaders Circle #3 addressed the topic of End-to-End Aftersales IT/IIoT Landscape Assessment. This topic has been already on the agenda of two other members-only groups who had fruitfull discussions on aftersales specific IT requirements.

The global heads of service from leading OEMs came together remotely, to address key IT challenges along the entire service value chain, share best practices on specific applications and systems, and bring aftersales specific requirements more into the center of IT discussions.

This meeting was an opportunity to address key IT challenges along the entire service value chain, to highlight the key elements of a consistent and comprehensive aftersales IT architecture, and to share best practices on specific applications and systems.

The purpose of this members-only online meeting was to review different organizational structures in aftersales, to discuss their pros and cons, and define steps to adapt an organization model to the specific requirements in different industries. The meeting was one-time only, but supposed to kick-off subsequent bilateral talks.

ISLA’s 13th Conference on Customer Service, Aftersales Management, and Spare Parts Logistics was hybrid and arranged as a face-to-face event plus global online attendance. It was packed once again with industry insights, information and case studies from experienced industry speakers and leading manufacturers from across industries.

The 2021 edition of ISLA’s annual conference went online and provided three sessions of three hours, each packed with industry insights, information and case studies, addressing how to deliver an excellent service to everyone and everywhere — during the pandemic and beyond.

Under the motto “Paving the way for the digital transformation“ more than 15 speakers from leading OEMs like ASM, GEA, Olympus, Siemens and Tetra Pak gave an insight into their projects and strategies to adapt to new technologies and stay ahead of the pack in terms of overall customer satisfaction. The event was ISLA’s 11th European Conference on Customer Service and Service Logistics.

It was an honor to have Professor Sabina Jeschke, former Member of the Management Board for Digitalization and Technology at Deutsche Bahn AG, as the keynote speaker of this webinar. She is second to none when it comes to talking about why and how AI is setting the stage for next generation service and maintenance.

Attendees learned from the German manufacturers Heidelberg and KSB how non-Chinese manufacturers can differentiate themselves through aftersales service from their domestic competitors. An overview about the business environment for international manufacturers was given by Deloitte China.

This event presented the Pay-per-Part model which TRUMPF jointly developed with Munich Re/relayr. Based on this case study, the webinar speakers discussed the issues and success factors of new service offerings that help customers shift from capex to opex while also driving the OEM’s profitability.