Why secure remote service is now table stakes

Not long ago, offering remote service set OEMs apart. It was considered an innovative add-on that helped reduce travel and improve customer response times. Today, it has become the baseline. Manufacturers expect immediate, secure support from their machine providers, and service leaders who cannot deliver risk falling behind.

Customer expectations have changed

Manufacturers run on tight schedules and cannot afford extended downtime. Waiting days for a technician to arrive is no longer acceptable when problems can be diagnosed in minutes through secure connectivity.
Service contracts are increasingly judged on response time and uptime guarantees. If your competitors can provide faster, always-available service while you cannot, customer loyalty will erode.

Security is non-negotiable

For years, many OEMs relied on open VPNs or improvised tools to provide remote support. Enterprise IT teams no longer tolerate that approach. They now require platforms that are:

• ISO 27001 certified
• Built with Zero Trust architecture
• Proven in industrial environments with no security incidents

Without this level of assurance, service leaders face roadblocks in every major account.

The foundation for digital transformation

Secure remote service is not only about faster problem resolution. It is at the start of the Path to Predictive.
Once machines are connected securely, OEMs gain access to the operational data that powers the next wave of value:

• Proof through data: every parameter and operator action captured, creating a trusted system of record
• Scaling expertise: senior engineers can support global fleets, while junior technicians learn from real-time sessions
• Predictive maintenance: AI models trained on machine history can forecast failures and automate parts management
• Enterprise-wide collaboration: IT and OT teams can work together on secure, compliant, and scalable solutions

Without a secure connectivity layer, none of this is possible.

The business risk of waiting

Treating remote service as optional creates real costs. More technician travel means higher expenses and more strain on limited staff. Slower response times mean more downtime for your customers and more opportunities for third-party service providers to step in.

OEMs that delay adoption risk losing both margin and market share. They also risk being locked out of the data-driven future their competitors are already building.

OEMs that delay adoption risk losing both margin and market share. They also risk being locked out of the data-driven future their competitors are already building.

How leaders are moving forward

Leading manufacturers are already transforming their service operations. They have reduced on-site service by 80 percent, saved millions in travel, and scaled global support without adding headcount. These results are no longer the exception, they are becoming the new standard.