Accelerate Digital Transformation

At this year’s 14th Annual Aftermarket Business Platform, game-changing leaders will share their journeys, strategies, failures, and insights into what it takes to shape the service business of tomorrow, today.




Thanks for joining! We hope you enjoyed your day and we look forward to seeing everyone tomorrow for the morning workshops! Don’t forget, it’s not too late to join as all our sessions are available on demand for the coming months. Have a lovely evening. Copperberg.




Will 2020 be disastrous to the servitisation?

As the global pandemic continues to challenge the manufacturing industry, business executives face the unenviable challenge of maintaining short-term business continuity and liquidity while meeting the rapidly shifting demands of their customers. While there is a need to focus on the here and now, some OEMs have halted investment and transformation projects while others continue to move forward, strengthening their commitment to maintenance and service. Join Syncron’s session to learn more about the future of Servitization, and find out whether or not it has been stopped by the COVID19 pandemic or if the benefits of selling products-as-a-service are more valuable now than ever before.

Mårten Gustafsson, Syncron




How Haemonetics Drives Service Transformation with AI

Up until recently, historic service data was technically difficult and costly to mine. With the help of artificial intelligence specifically built for the service industry, Haemonetics is now able to analyze all the important stuff, and fast — enabling them to make great service decisions at lower costs.
Join this session to learn how AI is helping Haemonetics better understand underlying issues, improve service KPIs, and shrink the performance gap across their service centers.

Deniz Mullis, Haemonetics




Building a common framework for servitization

Welcome to Copperberg’s live coverage of the “Servitization Keynote: Building a Common Framework for Servitization,” as part of the Aftermarket Virtual Summit.

This keynote session is brought to you by Daniel Cho, Senior Director Marketing, Connected Care at Philips Healthcare, and Thomas Igou, Head of Content at Copperberg.

In this live session, strategic pricing expert Daniel Cho will provide valuable insights into the main 4 pricing variations: time-based, transaction-based, unit-based, and outcome-based.

➤ Philips Connected Care’s COVID-related solutions brought a 42% sales growth to the company, according to Daniel Cho.

➤ A common framework is necessary in order to justify the price, scale to support further innovation, build a sustainable business model, and create an internal and customer business case.

➤ To build a sustainable model and support future innovation, Daniel Cho recommends building a business model that doesn’t have a minimum stream of income.

➤ Daniel Cho: “Link your solutions-as-a-service directly to your customer’s KPIs.”

➤ Strategic pricing expert Daniel Cho states that one of the strongest value propositions for your customers is to own one of their most challenging KPIs for them.

➤ The REDI Kits created by Philips for COVID response have proven to be fast and easy to order, deliver, and deploy. This achievement was possible thanks to the aaS model that combines operational, financial, and clinical KPIs.

➤ Daniel Cho wisely states that price can be built up by combining different value drivers.

➤ The Philips TeleHealth eICU Program has proven to reduce LOS and increase revenue flow. Additionally, it also increased the likelihood to survive, leading to faster discharge.

➤ If you want to build a sustainable value-based framework that is linked to your customer’s KPIs, you should start low in the value framework and build yourself up. Each level requires organizational maturity in order to enhance delivery, according to keynote speaker Daniel Cho.

➤ Daniel Cho: “Use the value framework as a roadmap for your future development.”

Up next: Stay tuned for the upcoming “Keynote: How Haemonetics Drives Service Transformation with AI.” At 2 PM CET / 3 PM EEST, Deniz MullisDirector, Global Field Services & Product Support at Haemonetics Corporation—will reveal how AI helps improve service KPIs and shrink the performance gap across her company’s service centers.




Building a common framework for servitization

Servitization is a key challenge. How do you build up a common framework, and host all of these models and make them work and then scale them up to allow more products/solutions to take part?
• How to host a lot of variations of models into a single framework?
• How to draw all the legal terms & conditions into it?
• How to work on the main 4 pricing variations: Time-Based;
Transaction-Based; Unit-Based; and Outcome-Based?

Daniel Cho, Philips Healthcare




Transforming service business: from data analytics to profitable sales

Welcome to Copperberg’s live coverage of the “Data Analytics Keynote: Transforming Service Business: From Data Analytics to Profitable Sales,” as part of the Aftermarket Virtual Summit.

In this live session, join GEA Group’s Head of Global Service Business Management Support—Emilie Giraudet, and Head of Business Tools Excellence—Turlough O’Reilly, along with Copperberg’s Managing Director—Lisa Bergström, and Head of Content—Thomas Igou.

The Data Analytics Keynote brings together leading experts to discuss the importance of improved data quality and analytics in your company’s digital journey, and share knowledge on how to transform the service business and achieve higher profitability.

➤ At GEA Group, “when we talk about customer behavior, we talk mainly about maintenance behavior,” explains Emilie Giraudet.
➤ Emilie Giraudet: “The first step is to understand the need for change.”
➤ “Stakeholder management is extremely important,” says Turlough O’Reilly. “The business needs to understand each contribution.”
➤ As Emilie Giraudet reveals, having quality data at hand means that GEA Group “knows exactly who is the end customer and what is the precise location of the plants.”
➤ GEA Group’s Data Analytics Project is broken down into 4 steps: data preparation and pre-processing, data exploration and visualization, test and validation of machine learning models, and selection of the best model and interpretation.
➤ Turlough O’Reilly: “The better quality the input, the better quality the output.”
➤ Leveraging existing data through analytics is highly important. It’s equally important to continuously improve data quality.
➤ Business as usual is no longer sustainable. In times of change, how can you align key stakeholders and get the whole project started? “The timing is quite important,” says Emilie Giraudet. “Organizations have different ways to prioritize projects once they see that the business is engaged and committed.”
➤ Up Next: Follow the live broadcast of the “Servitization Keynote: Building a Common Framework for Servitization,” at 1:00 PM CET / 2:00 PM EEST—a keynote hosted by Daniel Cho, Senior Director Marketing, Connected Care at Philips Healthcare, and Thomas Igou, Head of Content at Copperberg.




Transforming service business: from data analytics to profitable sales

Learn how to:
• Successfully transforming service business by changing traditional mindset
• Embrace the digital journey starting with fixing the basics: improved data quality & analytics in a simplified systems landscape
• Achieve higher profitability with focused actions: capacity management optimization, customers segmentation, targeted service portfolio.

Emilie Giraudet, GEA
Turlough O’Reilly, GEA



Workshop A

How digital transformation is accelerating and traditional service models are being challenged

Interaction with customers has changed substantially and accelerated faster than anyone would have thought. Customers’ expectations continue to rise and thus we have to raise the bar for how we service and bring the experience to life. This puts huge pressure on companies to adapt and respond with new processes and technologies, join us to hear first-hand how a company is changing its business and strengthening its service technicians role to produce a greater customer experience.

Field Service Digitalization: how Weiss Umwelttechnik was able to accelerate field service processes and strengthen the role of service technicians”
– Importance of a central service support
– Implementing SAP Field Service Management – Challenges & Goals
– Insights on internal development Weiss Service cockpit
– Empowering the service technician to produce a greater customer experience

John Heald, Craig Blumberg, Lucas Hubacher, SAP
Marcel Träger, Umwelttechnik


Good morning!

Welcome to day two at Aftermarket Business Platform. If you missed out on day one, don’t worry, it’s not too late to buy your ticket for the virtual summit and view all the sessions on demand! You can buy your ticket here.

View the full agenda for the next few days live in the platform now, click here.