[A] A manufacturer's guide to smarter customer service

^{Insights from ABI Research}

A manufacturer’s guide to smarter customer service

Smarter workflows.
Faster resolution.
Happier customers.

Smarter workflows. Faster resolution. Happier customers.Contents

Ready to deliver smarter
customer service?

Speak with an expert today.

Manufacturers are facing major customer service challenges

Labor shortages

75%

of employers worldwide have difficulties finding skilled experts.

Labor shortage
by country in 2024

By 2030, manufacturers will need 4 million more workers. But 2.1 million positions are expected to go unfilled.

Downtime costs

Machine downtime leads to repair costs, lost revenue, and reputational damage. On average, a minute of downtime costs your customers USD 9,000.

Need to tackle
these challenges?
Here's how ➜

Sustainability concerns

Manufacturers are under increasing pressure to reduce travel and adopt more climate-friendly practices.

Give your customer service a boost with these digital tools

ABI Research projects that manufacturers will increase their digitalization spending by 9% per year, reaching USD 66.3 billion by 2030.

In terms of customer service, ABI Research found that

91% are using digital solutions to fix issues instantly.

Digital solutions like remote access to devices and machines help service teams solve issues quickly, perform maintenance, and deliver a smooth experience.

80% have adopted AR or VR to deliver seamless support.

With augmented (AR) and virtual reality (VR), technicians can guide customers through troubleshooting steps as easily as if they were on site, saving time and reducing the need for travel.

See how this
helps your
business ➜

Manufacturers are seeing impressive outcomes

Reduced customer downtime

Higher customer satisfaction

Lower travel costs

Smaller carbon footprint

Instant knowledge transfer

Efficient service operations

Get ready for a
real-world
example ➜

Key metrics to
measure your success

· Mean time to resolution
(MTTR)
· Number of service calls
· Travel requirements

For example, Cimbali Group cut MTTR by 20%

The professional coffee machine manufacturer troubleshoots customer machines around the world using remote technology from TeamViewer.

The results?

20%

Faster
issue
resolution

20%

Higher
technician
efficiency

15%

Lower
service
costs

We can significantly lower downtime of the machines, support them quickly, and therefore increase customers’ return on investment.

Edgardo Ferrero, Director Services at Gruppo Cimbali

If Cimbali
can do it,
so can you ➜

These tips will help you get started

Recommendations from ABI Research for a successful implementation

_^#1

Identify weaknesses in your current processes and explore different digital solutions.

_^#2

Combine remote and conventional methods for more flexibility and better adoption.

_^#3

Involve your staff early and offer training using immersive digital tools.

_^#4

Listen to customer feedback to ensure an optimal experience.

Ready to
take the
next step? ➜