IDC Manufacturing Insights Launches Aftermarket and Service Strategies Research and Advisory Service

Framingham, MA – February 28, 2012 – IDC Manufacturing Insights today announced the launch of the Aftermarket and Service Strategies Research and Advisory Service, to address the key challenges facing executives under pressure to improve service delivery. The new service examines key trends, technologies and best practices in warranty and service strategies, and how best in class companies use IT to enhance aftermarket operations.

As pressure mounts for both top-line growth and bottom line improvements in the manufacturing industry, developing an effective aftermarket strategy has never been more important. Brand owners and their suppliers are looking for ways to not only reduce service and warranty expenses, but also to use service to enhance profitability, accentuate brand differentiation and bolster customer loyalty. Throughout the year, the new advisory service will produce first to market research designed specifically to arm product manufacturers, software vendors and service providers with the intelligence needed to make strategic business decisions.

Key topics the new service will address include:

Innovation in service and warranty best practices, performance metrics, and technologies

Governance models of warranty and service organizations

Efficient management of reverse logistics and service parts operations

Warranty financial spend by industry sector and sub-sector

Trends and forecasting in aftermarket services and MRO

Software vendors and service providers landscapes

"The importance of aftermarket and service strategies in the manufacturing sector has become critical as the economy reaches new levels of uncertainty," says Sheila Brennan, IDC Manufacturing Insights, Aftermarket and Service Strategies’ Program Manager. "We have seen a dramatic uptick in interest in improving warranty and service management because companies are faced with an urgent need to reduce costs, improve quality, and retain customers. As a result, we are conducting market research and helping more companies on topics such as remote monitoring, field service mobility, service information, warranty analytics, and field configuration management."

Sheila Brennan and Joe Barkai will present IDC Manufacturing Insights’ flagship Warranty Capability Maturity Model at the upcoming Warranty Chain Management Conference, March 7th-8th in Orlando, Florida. Launched last year at the same event, the framework for assessment and continuous improvement was utilized by three manufacturers who will reveal their success at the conference. At the event, IDC Manufacturing Insights will also present plans for the release of two upcoming reports, IDC MarketScape: Warranty Analytics Vendor Assessment 2012, and IDC MarketScape: Warranty Transaction Management Vendor Assessment 2012. Brennan and Barkai will also present the results of a recent global study about the impact of vehicle electrification on vehicle serviceability and service technician safety at – SAE Congress in April. For more information, please visit IDC Manufacturing Insights events page:

For additional information about this new advisory service, or to arrange a one-on-one briefing with an IDC Insights analyst, contact Sarah Murray at 781-378-2674 or For further information, email Follow IDC Insights on Twitter: @IDCInsights.

About IDC Manufacturing Insights

IDC Manufacturing Insights assists manufacturing businesses and IT leaders, as well as the suppliers who serve them in making more effective technology decisions by providing accurate, timely, and insightful fact-based research and consulting services. Staffed by senior analysts with decades of industry experience, our global research analyzes and advises on business and technology issues facing asset intensive, brand oriented, technology oriented, and engineering oriented manufacturing industries. International Data Corporation (IDC) is the premier global provider of market intelligence, advisory services, and events for the information technology market. IDC is a subsidiary of IDG, the world’s leading technology, media, research, and events company. For more information, please visit, email, or call 508-988-7900. Visit the IDC Manufacturing Insights Community at