Integrated Value Creation: Aligning Field Service and Logistics to Boost Margins

Field service has always been central to how manufacturing organizations deliver value to customers - what’s changed is the growth opportunity now in front of leaders. Drawing on insights from Simon-Kucher’s Field Services research (recently completed ~180n executive survey) and hands-on work within these organizations, this session explores how leading companies are intentionally using field services to drive revenue, strengthen customer loyalty, and future-proof their businesses. The session will cover: the current state of the industry, how service organizations are combining technology and human expertise to build scalable service models, what it takes to grow operations while maintaining margin discipline and a consistent customer experience, and why service is emerging as most effective lever for retention, cross-sell, and value.

The focus is on real decisions leaders are making today rather than abstract transformation frameworks and shows how service can evolve from a support function into a true growth driver.

Manufacturers who move from localized shipping models to resilient national and international networks recognize where their current logistics setups begin to fail. The winners in this space are introducing standardized processes that strengthen execution across modes and regions. Explore practical methods to streamline order intake, apply automation where it has proven reliable, and retire the “hero work” that often props up unstable operations. This session highlights the path forward, revealing how disciplined standardization and smarter network design can produce a more agile, predictable, and scalable supply chain even in volatile market conditions.