Reinvent after-sales service to grow revenue and loyalty

Deliver proactive, seamless and premium customer experiences at lower cost throughout the value chain with AI-driven, connected data and autonomous operations.

Unlocking growth and operational excellence

After-sales service is a strategic growth lever. Organizations that modernize after-sales service management reduce cost to serve, create new “as-a-service” revenue, and build stickier relationships—while improving sustainability through repair, reuse and data-driven decisions.

80%

Customers say the experience a company provides is as important as its products/services—making standout service central to growth.

78%

B2B customers say proactive service is crucial yet underdelivered—a clear opportunity to differentiate and retain customers.

30%

Higher recurring revenues are secured for companies adopting servitized models.

How after-sales service reinvention is changing

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Shift to servitized models

Move from product sales to outcome based, “as-a-service” offerings that monetize uptime and performance. This creates recurring revenue and tighter customer relationships, supported by pricing, contracts and a modern operating model.

Run after-sales autonomous operations

Standardize and instrument service processes, then embed AI for planning, dispatch and control tower decisioning. Autonomous workflows reduce turnaround time, improve first time fix and free talent for higher value work.

Use AI-driven service intelligence

Apply Gen AI /agentic AI across the lifecycle—knowledge retrieval, diagnostics, warranty analytics and next best actions—to elevate experiences, accelerate resolution and lower cost to serve.

Build connected data ecosystems

Create a digital thread across assets, parts, warranty and field operations. Realtime telemetry and integrated platforms enable predictive maintenance, proactive outreach and continuous improvement.

Clarify target customers, value propositions and the shift to outcome based offerings. Stand up governance, roles and a roadmap that aligns service with enterprise strategy and CX.

Up to 15%

increase in service revenue with mature service models.

Unify data and decisions for real time visibility, AI-powered root cause analysis and performance steering across contracts, partners and field operations.

30%

potential efficiency improvement from integrated operations.

Optimize spare parts planning and logistics, orchestrate repair and reuse loops, and automate warranty claims/recoveries to reduce costs and downtime.

Deploy GenAI copilots and immersive guidance to boost technician productivity, speed diagnosis and scale expertise at the edge.

What you’ll achieve

New revenue and growth

Launch “as-a-service” offerings and monetize uptime/outputs to unlock recurring revenue and higher retention.

Operational efficiency at scale

Streamlined, automated workflows that cut turnaround time and cost to serve while improving first time fix. Up to 30% increase in operational service efficiency.

Better customer experiences

Proactive, personalized service with faster resolution and measurable gains in loyalty metrics. Up to 50% NPS uplift; Up to 25% first time fix increase.

Sustainability impact

Higher material reuse and lower consumption via repair and reuse and circular logistics. Indicative stats: Up to 25% increase in material reuse; Up to 7% reduction in new material.

What’s trending in after-sales service reinvention

Research Report

Automotive customer experience rebooted

Accenture details how original equipment manufacturers (OEMs) can reinvent automotive customer CX & improve automotive customer journeys.

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Research Report

As a service, at your service

High tech companies are shifting to as-a-service models, focusing on customer value to boost long-term revenue and meet ARR goals. This strategic move aligns with evolving market demands, ensuring sustainable growth.

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Research Report

Customer service on the brink

What do customers really want? And how can companies get it right? Discover three essential actions to ensure your tech, data and generative AI investments deliver efficiencies, reduce costs and enhance customer satisfaction.

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