For many years Sumair Dutta, Senior Director of Product Marketing at ServiceMax, has championed the role of field service leaders, particularly in asset-intensive industries where the manufacture and sale of equipment is merely the beginning of the customer lifecycle. Often, maintenance and service is the most lucrative offering.
“Even among the best-known manufacturers, we often find that service leaders are responsible for up to 30% of business revenues, and the margins they deliver are two or three times greater than those of the product team,” said Dutta. “That is why service-oriented digital transformations are prevalent. But when it comes to extending the influence of service leaders and the data they possess beyond their own departments, they often encounter hurdles.”
