The Remote Service Playbook: 5 steps every OEM should master

Service has long been one of the most expensive parts of running a machine business. Technician dispatches, travel costs, and warranty claims all eat into margins. But leading OEMs have proven that there's a better way.

We have seen first hand how they have flipped service from a cost center into a growth engine with secure, always-on connectivity. To make this shift easier for others, we created this practical cheat sheet with five proven steps any OEM can take to transform their service operations.

Step 1. Always-on secure access

The first step is simple: give your service teams 24/7 access to machines, no matter where they are. With secure connectivity in place, your experts can troubleshoot in minutes instead of days. This keeps production lines moving without waiting for a site visit.

For OEMs, this means more customers supported with the same headcount. For manufacturers, it means critical uptime is protected.

Step 2. Fix it right, the first time

When your technicians know exactly what is wrong before they arrive, everything changes. They show up with the right parts, the right plan, and the right expertise.

The results:

• Fewer repeat visits
• Lower warranty costs
• Faster recovery for your customers

It is a direct way to boost customer satisfaction while protecting your margins.

Step 3. Turn data into proof

Remote service is about more than connectivity. It delivers the data you need to pinpoint root causes, resolve disputes, and prevent repeat failures.

Machine settings, operator actions, and production inputs are all visible in real time and stored for evidence. That clarity helps you reduce warranty costs and builds trust with your customers.

Step 4. Scale and train your experts

Your senior engineers are too valuable to spend days on planes. With remote service, they can troubleshoot multiple machines in a single day. They can mentor junior techs live and share fixes across your global install base.

This makes your entire service team stronger, more efficient, and capable of handling more customers without increasing headcount.

Step 5. Make service a selling point

Today’s manufacturers expect more than a machine. They want uptime, accountability, and a partner who can respond immediately.

Secure remote service turns your aftermarket into a differentiator:

• Offer premium service contracts your competitors cannot match
• Prove faster resolution to lock in parts business
• Build the long-term trust that keeps customers loyal

Getting started with a pilot

The most successful OEMs start small. Pick 5–10 machines, deploy secure access in 4–6 weeks, and track results. Within 90 days, you will see clear ROI in downtime reduction, travel cost savings, and higher first-time fix rates.