Unlike many B2C businesses with end users as their main customers, very few B2B players have embraced the latest Customer Excellence trend. However, it is also extremely relevant for industrial manufacturers and promises a range of benefits, such as the ability to leverage customer data for revenue growth and efficiency gains. In a new point of view series, Deloitte experts explain how industrial manufacturers can boost growth with customer-centric strategies — especially in times of crisis.

In recent months, further OEMs from various industries decided to join ISLA — Your Service Leaders Network and be part of the leading network for executives in Customer Service, Lifecycle Solutions, and Spare Parts Logistics. We are pleased to welcome new members from Germany (thyssenkrupp Polysius), Italy (Biesse), Switzerland (Agathon) and the UK (Domino Printing). Manufacturers with service and parts intensive business are always welcome to apply for membership.

The Service Leaders Summit is always a great opportunitiy to meet and share with service and parts managers from across industries. More than 100 peers came together in Berlin in May to discuss latest trends and projects in Customer Service, Lifecycle Solutions, and Spare Parts Solutions. Watch our conference video and learn more about ISLA and the topics that are on the agenda of those who strive for service excellence, innovation, digital transformation, and sustainability.

Under the mentorship of Alisha McCartney, Executive Board Member of ISLA and Vice President Aftermarket Solutions at Caterpillar, and Yasmin Wächter, Senior Manager Service Strategy at Monitor Deloitte, ISLA’s Next Generation Service Leaders program has kicked-off on February 15, 2023. More than 20 young service leaders from 16 member companies embarked on their journey to network, learn and have fun — and most importantly “refresh” ISLA, bring diversity, and lead our network to the next level.

We are pleased to announce that Viessmann has joined ISLA in February 2023. The family-owned company is a global leader in sustainable climate (heating, cooling, water and air quality) and renewable energy solutions. Viessmann, which employs 14,500 people worldwide, generated around 4 billion euros in turnover in 2022. With a network of partners, Viessmann provides its users an excellent customer service including spare parts, technical support, field services and digital services.

The Executive Board elected at ISLA’s last Meeting of Members has appointed Alisha McCartney as Member of the Executive Board. Alisha who is a US citizen and based in Geneva, Switzerland, is Vice President Aftermarket Solutions at Caterpillar. The world’s largest manufacturer of construction equipment joined ISLA as a member in September 2022. Alisha has been with Caterpillar since 2002 in various roles in the US, Asia, and Europe — always in the realm of sales, service and parts operations.

ISLA welcomes a new member: BOMAG is a global construction machinery manufacturer and technology partner for the road building and earthmoving industries, headquartered in Boppard, Germany. Its machines and digitization solutions facilitate the efficient and responsible expansion of road and transport infrastructures. With its 2,300 employees worldwide and a sales and service network of over 500 dealers in 120 countries, the company offers its customers competent and responsive service on site.

With GF Machining Solutions, ISLA is welcoming another leading Swiss company as a new member. GF Machining Solutions is the world's leading provider of machines, automation solutions and services to the tool and mold making industry and to manufacturers of precision components. It belongs to the Georg Fischer Group and is present in more than 50 countries. In addition, the division operates production facilities and R&D centers in Switzerland, the US, Sweden, and China.

Heidelberg is looking to further increase the volume of business with its digital usage-based subscription model by entering into a partnership with Munich Re. From the beginning of 2022, subscription contracts are to be offered on selected markets in collaboration the leading (re)insurance company which takes over the investment of the machine, enabling clients to modernize their production capacities without capital-intensive investments and to achieve better cost forecasts and transparency.

With Schindler, one of the world’s leading providers of elevators, escalators, and moving walks, as well as maintenance and modernization services has joined ISLA in July 2021. Schindler products can be found in many well-known buildings throughout the globe, including office buildings, airports, shopping centers/retail establishments and specialty buildings. Headquartered in Ebikon, Switzerland, the Group has over 1000 branch offices in more than 100 countries.

For manufacturers in the machinery and other industries, it is increasingly difficult to find qualified service technicians. What is the reason for this situation and what can companies do to get out it? ISLA’s Advisory Board Member Oliver Bendig, who is a Partner at Monitor Deloitte, discusses these questions in the German journal “Produktion” and shows how to make a company more attractive for field service talents.

We are delighted to welcome Burckhardt Compression as a new ISLA member. The Swiss company is the worldwide market leader for reciprocating compressor systems and the only manufacturer and service provider that covers a full range of reciprocating compressor technologies and services. Its customized systems are used in the gas gathering and processing, gas transport and storage, refinery, chemical, petrochemical as well as in the industrial gas and hydrogen mobility and energy sectors.

A new “pay-per-part model” jointly developed by TRUMPF and Munich Re enables customers to use a full-service laser machine without having to buy or lease any equipment. Instead, customers pay a previously agreed price for each cut sheet metal part — in other words, they only pay for what they need. This allows customers to make their production processes more flexible and react faster to market changes.

Aftersales Service is becoming more and more important for Original Equipment Manufacturers in the Machinery industry. ISLA’s Advisory Board Member Oliver Bendig who is Partner and Lead Customer Service & Aftersales EMEA at Monitor Deloitte explains in his interview with the German journal “Produktion” why service makes all the difference and what the industry can learn from Netflix.

We are delighted to welcome KraussMaffei Technologies as a new member. KraussMaffei is among the world’s leading manufacturers of machinery and systems for the production and processing of plastics and rubber. The company employs around 5500 people all over the world. With more than 30 subsidiaries and over 10 production plants, as well as about 570 commercial and service partners, it is represented internationally close to its customers. Headquarter has been in Munich since 1838.

Spare parts are the engine in the aftermarket. In the interest of their customers manufacturers have to make sure that it does not sputter. However, the complexity of today’s supply chains is susceptible to disruptions caused by events like cyber attacks, economic sanctions, trade wars, or crisis as the COVID-19 pandemic. Monitor Deloitte published a white paper with principles and methodologies, best-practices and learnings that can help design more solid spare parts supply chains.

While the current Covid-19 crisis does represent a very specific external shock and no structural problem, one thing is for certain: Service champions will perform significantly better in the economic downturn. Deloitte conducted a series of global interviews with ISLA members and other manufacturing leaders. Based on the findings, there are several insights that manufacturers can take into consideration when defining and executing their own aftermarket service strategy.

During a countrywide lockdown caused by Covid-19, all non-essential operations and local movements were suspended in India in April. The Karnataka Milk Federation (KMF), one of the largest milk co-operatives in India, was faced with a surplus of thousands of liters of fresh milk. The challenge was overcome as a result of the outstanding cooperation between KMF and GEA, which is a member of ISLA. Through GEA’s Remote Service, the milk could be processed into milk powder.

The technology group Wärtsilä, a member of ISLA, introduces its Assured Operations remote support service for Wärtsilä 4-stroke and 2-stroke engine customers. With global travel restricted because of the Covid-19 pandemic, access to normal field-service expertise is limited. Wärtsilä Assured Operations overcomes this dilemma by enabling technical experts to assess and resolve operational issues via remote connection between the vessel and Wärtsilä’s Expertise Centres.

Reverse engineering at ISLA’s member KSB makes it possible to quickly reproduce spare parts that are hard to find or no longer available. Whether the part to be replaced is a turned part, a casting, a milled or welded component: thanks to reverse engineering the reproduction of valves, pumps and other rotating equipment is straightforward – regardless of the make. All one has to do is provide the exact dimensions or a sample of the part to be replaced.

While the current Covid-19 crisis does represent a very specific external shock and no structural problem, one thing is for certain: Service champions will perform significantly better in the economic downturn. Deloitte conducted a series of global interviews with ISLA members and other manufacturing leaders. Based on the findings, there are several insights that manufacturers can take into consideration when defining and executing their own aftermarket service strategy.

When the 2020 Interpack trade fair in Düsseldorf was postponed until next year due to the COVID-19 crisis, the Swiss company Bühler which is a corporate member of ISLA transformed its physical program into a fully digital digital experience in just in six weeks. Over three days, more than 12,000 people from 132 countries visited the Bühler Virtual World. Due to that positive response and over-subscription of virtual meetings, Bühler kept the digital platform open for all of May.

As today’s workforce ages, companies are finding it harder and harder to recruit service technicians. At the same time, these jobs are becoming more demanding, now often including tasks like data analytics, product advice, and sales. Monitor Deloitte has developed a set of strategies to win the battle for service technicians.

ISLA’s corporate member CLAAS, a world leading manufacturer of combine harvesters, forage harvesters and large 4x4 tractors has opened the extension to its central Parts Logistics Centre in Hamm. After a planning and construction period lasting over two years the new high-bay warehouse has now been commissioned according to schedule.