Manufacturing Industry – Improve Your Customer Service with the Help of Industry 4.0 Enabled Data Analytics

Data analytics is well renowned for improving customer service across industries, resulting in high expectations from any company trailing in terms of customer service strategies. To put that into perspective, according to the annual State of the Connected Customer report by Salesforce, 62% of customers say experiences with one industry influence their expectations of others, and 88% expect companies to accelerate their digital initiatives. The manufacturing and production industry is no exception to this. But luckily, they have Industry 4.0 to change the customer service environment in the industry.


Due to the advent of industry 4.0, the manufacturing industry has also witnessed a boom in online research and the purchase of products. In fact, according to Deloitte Insights, 90% of B2B customers conduct product research online and complete up to 60% of their purchases before contacting a salesperson. Yet, when it comes to having an internet presence, manufacturers have been sluggish to adopt. But with the new and advanced technology coming in via industry 4.0, manufacturers can use e-commerce like platforms to provide a digital catalogue to a far larger audience and collect data on client behaviour trends. For example, the most popular items by demography, demand spikes, and whether this coincides with the entire market may all help manufacturers become more customer-centric and enhance their overall customer experience.


As highlighted by Deloitte Insights, B2B buyers want digital interactions regardless of where they are in the buying process, manufacturing data analytics resulting from Industry 4.0 technology may help them personalize client experiences in the following ways:

  • Data analytics can be utilized to understand the customer's tone and direction of a discussion and program chatbots to alter their responses to improve the experience.

  • An analytics-enabled e-commerce platform may leverage user behaviour data using their records to provide personalized product suggestions on your website.

  • Analytics-enabled virtual reality (VR) videos can bring things closer to buyers who cannot see them in person, resulting in a more realistic and engaging buying experience. This aids in the early stages of the purchase process in establishing trust.


Customers expect excellent and proactive assistance apart from the regular well-functioning product and flawless service quality even after they have purchased the product. This means the post-sales customer service is another area that the manufacturing industry can benefit from business analytics to show their customers how much their chosen company values them. For example, critical data gathered by fleet managers and operators in one location using their standard tools can be used to better understand and plan resource utilization, team availability, and asset maintenance requirements. This, along with IoT-enabled equipment that can collect real-time data on machine performance and productivity, may help manufacturers avoid equipment failures, repair rapidly, and undertake root cause investigation. Some modern-day technologies that can be grouped with information management and analytics in the manufacturing industry to provide better customer service are:

  • RFID and GPS trackers allow any manufacturer's partners such as distributors to better coordinate with customers and manage resources (for example, staff scheduling), improving the entire customer experience.

  • Augmented reality (AR) with data analytics can help maintenance personnel to overlay digital pictures of systems on top of actual equipment, increasing troubleshooting and customer experience.

  • Predictive analytics — Internet of Things (IoT)-enabled devices can identify indicators that a product or equipment is about to break or is not performing as it should. These gadgets can detect problems and rectify them (or enhance the results) before they affect customers.


Technology is constantly evolving, and most (if not all) industries are under pressure to keep up. Therefore, using appropriate information management technology mixed with data analytics may boost process efficiency, internal productivity, cost efficiency, product quality, and more.

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