Sybit Expert Forum eCommerce & Customer Portals: Focus on promising business models for the future


Digitalisation offers companies the opportunity to expand their service and after-sales portfolio by developing new business models, for example by implementing cloud solutions that allow customers to access their data and information anytime, anywhere. This allows companies to offer their customers a higher level of flexibility and convenience.

Service offerings as a strategic instrument for corporate success”.

Due to changes in customer needs, markets and technologies, new business models and opportunities for revenue streams are emerging. Especially in after sales, i.e. customer service after the sale, there is great potential. In the past, complementary products and accompanying services arose from the need to offer warranty claims and spare parts. Today, customers can be addressed more specifically thanks to new digital touchpoints.

Constantly changing customer needs, market dynamics and technological advances open up new opportunities and business models. Especially in the area of after-sales, there is immense potential to expand one’s own portfolio. The design options are very diverse depending on the industry, segment (B2B, B2C, B2E) and business field. Some topics, such as digital transformation, the use of artificial intelligence or the implementation of predictive maintenance, are important cross-sector trends that manufacturers should integrate into their offerings in order to remain competitive.

Machines in focus: How digital services such as predictive maintenance and monitoring facilitate maintenance.

Through the use of sensors and a predictive maintenance system, it is possible to detect the wear and tear of parts in advance and replace them before a failure occurs. For a fee, larger amounts of data can be stored in the manufacturer’s cloud or usage behaviour can be processed as dashboards.

Payment by consumption: Six different pay-per-use models at a glance

Examples: An alternative method of cost accounting in the construction industry could be to calculate costs based on the amount of material the machine moved during the operation. This method can be particularly advantageous for earthmoving work.

Acquiring qualifications through further training: chargeable training courses and certificates for product processing

Examples: Paid certification for the installation of a new ventilation system can help installers improve their reputation in the industry and attract customers who value high-quality work.

Your success is our goal: Our professional business support services”.

Examples: In order to support builders in their search for suitable building materials and technologies, manufacturers of building materials and construction companies offer further education and training.

Digitalisation has changed the way companies understand and interact with their customers. By continuously collecting data about their customers’ usage behaviour, smart product manufacturers can gain valuable insights that help them improve their products and services and better meet their customers’ needs. This information can also be used to create personalised offers that are tailored to customers’ individual needs and preferences.

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