Source page: McKinsey & Company
Commentary
Customer service without the call
Operations | Customer experience | Remote work
June 7, 2022 – Digital interactions are ubiquitous, and industrial-service organizations haven’t dodged this trend. In a McKinsey survey of 600 executives, more than three-fourths of respondents noted that their organizations have scaled up or fully deployed remote-first, contactless service options.
To read the article, see “Prepare now for the future of industrial services,” May 9, 2022.
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Visual form
Horizontal stacked bar chart.
Layout / body structure
The chart is a single ranked list of six operational areas. Read from top to bottom, and within each row read left to right from Fully deployed to Scaling to In pilot or no action.
What is being compared
Each row compares where organizations are investing in remote-first operations across initial attachment, installation, equipment maintenance and repair, parts sales, service expansion, and contract renewal.
Measurement system
All values are percentages, printed directly inside the bar segments. The dark blue segment shows Fully deployed, the lighter blue segment shows Scaling, and the pale gray segment shows In pilot or no action.
Visible structure inside the graphic
Six horizontal 100-percent bars are stacked into three status buckets and aligned on the same scale. The layout makes it easy to compare the maturity mix for service-heavy rows against the sales-oriented rows beneath them.
Main takeaway from the visual
Remote-first service options are already broad, with most rows showing well over half of organizations either fully deployed or actively scaling these capabilities. Sales-related processes, especially parts sales and contract renewal, appear the furthest along, while installation still has the largest share sitting in pilot or no action.
Key standout values or extremes
Parts sales and contract renewal are each split 36 percent fully deployed, 36 percent scaling, and 28 percent in pilot or no action. Service expansion is close behind at 34, 38, and 28, while equipment maintenance and repair is 34, 35, and 31. The least mature row is installation at 28 percent fully deployed, 33 percent scaling, and 39 percent in pilot or no action, while initial attachment stands at 22, 44, and 35.
Controls / sequence, when applicable
This is a static chart image with no in-chart controls to operate.
Companion media, when applicable
There is no separate companion audio or video; the chart image is the full visual on this page.