The COVID-19 crisis has jolted aftermarket services decisively toward the digital realm. Indeed, our research suggests that digitally enabled self-service options and remote interactions with service technicians will become standard. Aftermarket businesses will win by adapting to these changes quickly, across both sales (pricing and growth) and operations (productivity, safety, and customer experience).
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About the author(s)
Senthil Muthiah is a senior partner in McKinsey’s Boston office, Raman Ramanathan is a partner in the Washington, DC, office, and Shane Rieniets is an associate partner in the Chicago office.