Executive Summary

An industrial systems provider wanted to shift from hardware sales to aftermarket services. Proactive Worldwide benchmarked competitors’ service models, costs, and warranties to identify critical investments. Findings drove a new service program tied to sales KPIs, creating a strong new revenue stream.

Business Question

What capabilities are required for an industrial systems provider to pivot from hardware to profitable aftermarket services?

Research Approach

Benchmark of four companies (direct and adjacent) across service models, costs, sales motions, and warranty programs; investment and support requirements were scoped.

Key Findings

• Top performers tie service to sales KPIs, including rep compensation.
• Warranty agreements drive retention and recurring revenue.
• Clear priorities emerged for first investments (staffing, field tech support).

Business Impact

The client launched a service program tied to sales KPIs with strong early adoption; annual updates built a durable new revenue stream and post-sale culture.