Modernizing Aftermarket Operations in Discrete Manufacturing with a Service Management Platform

Discrete manufacturing industries today are increasingly adopting digital platforms to streamline and modernize their aftermarket and service management operations. The discrete manufacturing industry comprises multiple sub-industries, including agricultural machinery, construction and mining equipment, rolling stock, elevators and escalators, medical devices, and energy equipment.

Based on Tech Mahindra’s experience in working with agricultural machinery, construction and mining equipment, and energy equipment sectors, we observed a strong focus on modernizing the aftermarket and service management processes, along with their supporting IT landscape. We believe this transformation is expected to drive significant improvements in profitability, revenue growth, and customer experience for discrete manufacturers. Discrete manufacturers have the option to choose from platforms like Microsoft Dynamics, Salesforce, Oracle, SAP, and ServiceNow, as well as niche solutions such as IFS, PTC, ServiceMax, and Syncron. The goal behind this platform-based modernization is to streamline business processes by enabling end-to-end functionalities, unifying processes on a single platform, eliminating manual tasks, facilitating data integration, automating workflows, and providing built-in analytics.

Key Considerations for Modernizing Aftermarket and Service Management

Figure 1. Typical L1 business processes involved in aftermarket and service management for discrete equipment manufacturers

Platform-based modernization is designed to tackle operational and structural complexities across industries. However, discrete manufacturers should consider the following points when modernizing their aftermarket and service management operations:

• Unique Operational Practices

  Different sectors within discrete manufacturing have distinct working methods. For example, field service management is common among energy equipment manufacturers, in contrast to farm equipment or construction equipment sectors, where dealers themselves handle after-sales service. Bulky and immovable installed bases are best suited for field service within the energy equipment segment. In contrast, smaller equipment is managed more effectively through Return Material Authorization (RMA) and repair center-based processes.

• Business Process Variation

  Large discrete manufacturing organizations exhibit variability in business practices. They vary across manufacturers, between business lines within the same organization, or even among product lines within a single unit.

• Regulatory Requirements

  Certain equipment types require the formal initiation, bidding, and execution of maintenance activities to be recorded for regulatory compliance, adding complexity to service workflows.

• Industry-Specific Practices

  Distinct quality or safety requirements, such as technician certifications for high-voltage equipment or mandatory customer acceptance at the plant level, are common and vary by sub-industry or business line.

• Large and Complex Business Process Flows

  Aftermarket and service management involve multiple interconnected business processes (as shown in Figure 1), each managed by various business functions and user personas.

• Disparate IT Application Landscape

  Many manufacturers operate with fragmented IT systems, utilizing localized applications that support specific processes, business lines, or regional operations.

• Need for an Integrated Solution

  Manufacturers need a comprehensive and integrated solution that supports all core business processes, as outlined in Figure 1, while accommodating operational practices specific to each segment.

Conclusion

Discrete manufacturers must consider unique operational practices, business process variations, regulatory requirements, specialized business practices, complex process flows, and fragmented IT landscapes when modernizing their aftermarket and service management operations. Therefore, we recommend adopting a platform-based approach that provides flexible configuration, customization, and regional adaptation while moving beyond standard Commercial Off-The-Shelf (COTS) implementations. This approach will support manufacturers in streamlining business operations and driving improved profitability and customer satisfaction.