MacDirectory Magazine

MacDirectory 73 FEATURE traditional reactive service efforts, and launch proactive aftermarket engagement programs that can help them create customers for life. One other thing these leaders have in common is the fact that their organizations are still working on fine tuning their digital strategies, and have not yet identified all the resources and tools necessary to ensure a successful transformation. Definitions Identifying a single, generally applicable definition and set of parameters for digital transformation is no easy task. Below are some of the definitions from service leaders collected by TSC in their report: "Radically change the way we service our clients by creating new business models which utilize the latest technology to transform the customer experience." "To us it means the utilization of digital technology to become more transparent to our clients, to better educate our team, and to create analytics that can better operate the systems we maintain and install." "It means having the ability to create and deliver more customer value than can be attained without technology. It also means being able to better quantify the real value of services that are often simply implied." The end goal of digital transformation Manufacturers who embark on the journey of digitizing their internal practices and processes should have one goal in mind: creating value for their customers. While all the leaders surveyed believe in the importance of a digital innovation strategy, some are reluctant to accept it or do something about it today. Most of them agree that for the industrial aftermarket services vertical, leveraging the unconnected data sources to provide actionable insights to the manufacturer. But implementing solutions like Insyghts requires service leaders to embrace a certain degree of digital transformation. The question remains: can manufacturers afford not to embrace it? Author: Vivek Joshi Vivek Joshi is the CEO and Founder of Entytle, a Palo Alto based company that helps B2B manufacturers increase customer loyalty and lifetime value. Entytle's AI-driven Aftermarket Engagement platform Insyghts assembles data from multiple systems, and processes that data to identify usage patterns and customer segments, deliver opportunities, and drive revenue from installed base. For more information, visit: www.entytle.com their organizations simply don't invest enough time and resources implementing digital initiatives. There seems to be a problem in prioritizing digital transformation initiatives whose goals and success metrics are either not fully understood or poorly communicated within the organization. Unfortunately for the manufacturing industry, change is coming whether they're ready for it or not. Customers will soon (if they haven't already) expect, and in certain cases require, consumer-like experiences driven by data and executed digitally. Companies who fail to adapt and innovate will start seeing more drifting customers, reduced recurring revenue from aftermarket efforts, and an overall loss of connectivity and engagement with their installed base. AI-driven platform Entytle Insyghts is solving this problem

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