When working with our Capital Equipment customers three themes always come up: managing product configuration complexities, managing changing customer requirements throughout the supply chain, and servicing the installed customer base.
Managing Product Configuration Complexity
Customers are demanding more customization with increases in exact specifications. They are looking for exactly what they want and expecting suppliers to be ready with a solution. Add to that the growing number of competitors and you must respond with product extensions. Your ability to respond quickly with a product configuration that meets customer needs and conforms to their timetable is the difference between winning and losing the order.
Managing Customer Requirements Changes Throughout the Supply Chain
With the increase in complexity of the initial machine, come increasing complexity with changes that inevitably occur after the order. Customers are requiring more responsiveness to their changes orders. As they recognize a change in their requirements, they expect quick turnarounds on the impact to the order price and delivery date. The ability to quickly turn new customer requirements into supply chain action not only satisfies the customer needs but also allows you to avoid unnecessary costs, keeping your margins protected.
Serving the Installed Customer
Most of our Capital Equipment customers have told us that their parts and service business is their bread and butter. The service side of the business always have increased margins and captive customers. By knowing who their customer are and what equipment they own, our customers are able to better penetrate their base, growing post sales service opportunities.