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The coming evolution of field operations

New technologies are reshaping aftermarket services—and both customers and providers can benefit.

Industrial manufacturers with aftermarket services have been disrupted by new technologies and advanced analytics, but the best organizations are not resisting but capitalizing on those trends. These companies are transforming their field operations to dramatically improve service levels and the customer experience, increasing efficiency and productivity, and creating value in new ways—both for customers and for themselves as original- equipment manufacturers (OEMs). Based on our experience, field organizations that transform themselves to capitalize on new technologies can generate significant gains in labor costs, productivity, and other performance metrics. (Source: McKinsey & Company, 2019).

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