The Industrial Digital Support Gap
Why the next generation of industrial commerce must move from part-number transactions to problem resolution
Can your digital experience help a customer who knows the problem, but not the part number? An insight brief for manufacturers, distributors and industrial digital leaders.
What's inside
- The gap is not at checkout
- Why industrial support breaks down
- Access. Format. Integration.
- Your most valuable product knowledge may not be in your PIM
- Start AI inside the business
- Industrial Digital Support Maturity Check
- Tiger Mowers closes the digital support gap
- A practical path from transaction to resolution
From transactions to problem resolution
Industrial customers do not always begin with a part number. They may begin with a machine that has stopped operating, an unfamiliar noise, a maintenance task or a damaged component. This whitepaper explores the gap between the information manufacturers possess and the customer’s ability to use it at the moment it is needed.
It examines how to connect equipment records, parts data, technical documentation, service history and human expertise around the customer’s real objective: keeping equipment productive.
About the research
Developed by the B2B eCommerce Association in collaboration with GenAlpha Technologies, drawing on a B2B eCommerce Show conversation with Kristina Harrington. Case-study figures are sourced from GenAlpha Technologies’ Tiger Mowers Customer Success Story.