01
Client context
The manufacturer won equipment orders but captured a small share of lifetime spares and service revenue.
02
Business challenge
The company lacked visibility into what happened after installation and why customers chose alternatives.
03
Research objective & questions
Map the customer lifecycle after installation and design service and parts offers that retain aftermarket revenue.
- What happens after installation — commissioning, maintenance, spares, upgrades?
- Why do customers buy spares or service elsewhere?
- Which service offers would customers pay for?
- How do needs differ by plant size and industry?
04
Methodology & approach
- Customer lifecycle interviews
- Plant heads, maintenance managers and procurement.
- Service engineer interviews
- Field service perspective.
- Aftermarket survey
- Purchase behaviour for spares and service.
- Service proposition testing
- Annual maintenance and uptime offers.
05
Sample & geography
- ~25 customer IDIs
- ~10 service engineer interviews
- ~200 survey responses
- Geography — India and Southeast Asia
06
Key findings
- Spares availability and lead time drove customers to local suppliers.
- Customers valued planned maintenance contracts with uptime commitments.
- Price differences mattered less than speed for critical spares.
- Larger plants wanted remote monitoring and predictive maintenance.
07
Business implications
- Establish regional spares stocking for critical parts.
- Launch tiered maintenance contracts with uptime commitments.
- Pilot remote monitoring with larger customers.
08
Outcome
The manufacturer received a lifecycle journey map, aftermarket leakage analysis and service portfolio recommendations.
Example engagement — Shows how Hoog approaches this type of question. Not a specific client project. Findings are directional.