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KPMG Report Summary: Future of Smart Industrials

Core Theme

The report explores the transition of traditional manufacturers to "smart industrials," driven by digitally enabled services, which offer significant growth opportunities in a volatile market.

Key Trends and Predictions

• Digitally enabled services are poised for rapid growth, with service revenue from these sources expected to increase from 23% today to 72% by 2025, outpacing non-digitally enabled services.
• This growth is fueled by technology convergence, including connected products, AI, and cloud solutions, which enable remote monitoring and automation.
• Key signals of change include adoption of connected products and shift to XaaS (Anything-as-a-Service) models, with over 80% of manufacturers planning investments in these areas.

Strategic Imperatives

KPMG identifies five strategic imperatives for manufacturers to accelerate digital transformation:

1. Embrace Digital Transformation: Invest in advanced technologies like AI and digital twins to enhance service delivery and customer insights.
2. Understand Benefits: Focus on cost reduction (e.g., remote service enabling 20-30% remote task delivery) and improved efficiency.
3. Evolve Business Models: Shift to subscription and outcome-based models, driving recurring revenue and customer loyalty.
4. Drive Culture and Capability Change: Foster a customer-centric culture and align incentives to support digital growth.
5. Address Privacy and Security: Comply with regulations like GDPR and secure data through technology to avoid breaches.

Benefits and Opportunities

• Potential gains include up to 20-40% efficiency improvements in service operations, reduced costs (e.g., 15% operating expense reduction), and increased customer lifetime value (CLV).
• Digital services enhance customer loyalty, insights, and sales, with studies showing benefits like faster response times and improved first visit repair rates.
• Challenges include limited investment in data analytics and aligning legacy systems, with only 5-22% having no plans to invest.

Case Studies

• Case Study 1: KPMG helped a global manufacturer develop a digital services strategy, boosting annual services revenue growth by 20% in eight weeks.
• Case Study 2: KPMG enabled a target operating model transformation, reducing costs and improving IT integration across field service operations.
• Case Study 3: KPMG improved analytics for a transport manufacturer, enhancing defectiveness forecasts and warranty savings.

KPMG Support Services

KPMG offers expertise in digital strategy, business and technology transformation, and technology enablement to help manufacturers navigate this transition, combining deep industry knowledge with comprehensive tax and risk management support.