In recent years, many industrial companies have faced uncertain economies. Because of this, they want to find new ways to make money that don’t depend on things like supply chain problems, bad weather, or political issues. One good way to do this is by offering aftermarket services.

Aftermarket services are services provided after selling equipment. These services are attractive because they don’t have the same pressures as making and selling new machines. Also, companies usually make more profit from aftermarket services — about two to three times more than from new equipment sales. With new digital tools and smart technology, now is a great time for companies to start or grow their aftermarket services.

Putting the Customer First

Aftermarket services help companies focus on the customer. Today, customers expect easy and smooth experiences when dealing with businesses. This is true not just for companies selling to consumers but also for businesses selling to other businesses.

This matters because 88% of customers say that the experience with a company is just as important as the product itself. Companies that focus on their customers often see big benefits, like more sales, higher profits, and more loyal customers.

One way to improve customer focus is by using connected technology. This means linking equipment and services through digital tools like sensors, machine learning, artificial intelligence (AI), and Generative AI (GenAI). Many companies already use these technologies in making products, but they can also use them to improve aftermarket services. A survey by Deloitte found that 70% of companies using digital tools saw better customer experiences.

By using these technologies, companies can create a “connected aftermarket.” This means linking products, people, and materials to give customers a better, smoother experience throughout the life of the product — even after it’s sold.

Thinking Like a Consumer Company

Many industrial companies sell to other businesses (B2B), but they don’t always think like companies that sell directly to consumers (B2C). They may not have enough customer data or a clear view of what happens to their products after selling them. Traditional manufacturing often follows a straight, step-by-step process, which makes it hard to set up flexible aftermarket services. Also, many companies lack experience in creating customer-focused solutions.

To succeed with aftermarket services, industrial companies should:

  • Focus on Customer Needs: Companies need to pay attention to what customers want after buying a product. This means understanding how customers behave and what they expect. Treating customers like B2C companies do helps create a better experience, showing that customer care doesn’t stop after the sale.

  • Plan and Prepare: After learning what customers need, companies should use their resources smartly. They must be ready for changes in demand, manage their supply chain, and keep the right amount of inventory. Technologies like sensors, analytics, machine learning, and GenAI help companies predict problems and plan maintenance before issues happen.

  • Stay Flexible: Companies should update their plans based on real-time data from the field and customer behavior. Using AI and smart tools lets them adjust schedules and resources to meet customer needs better.

Growing Smart Operations

New digital technologies like IoT, sensors, machine learning, and GenAI are helping factories become smarter and more efficient. These tools also support better aftermarket services. This creates a safety net for companies during uncertain times and helps keep customers happy and loyal.

Published: 4th June 2025

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