Customers do not simply purchase a product; they seek a performance-based, tailored solution.
Servitisation, also known as Product-as-a-Service, where products transition into services, is enabled by digitalisation capabilities such as sensor data collection and artificial intelligence to optimise asset conditions and consumption.
For example, the supplier commits to delivering energy-efficient performance to reduce the customer's carbon footprint. Instead of buying individual cooling or heating systems, the buyer can opt for an energy efficiency service, where the supplier designs, builds, operates, and maintains the facilities on behalf of the customer.
In a traditional model, suppliers aim to sell more equipment and consumables, often neglecting product lifespan. Conversely, customers aim to minimise goods replacement, leading to conflicting interests.
In a functional model, the supplier retains ownership of goods, incentivising quality optimisation and prolonged use. This is the end of planned obsolescence. With fewer manufactured products having longer lifespans, there's a reduced carbon footprint.
Central to this transformation is servitisation: the shift from traditional business models to outcome-based, Product-as-a-Service (PaaS) models. Companies are now compelled to rethink and revamp their service models to remain relevant in this evolving landscape.
79.4 zettabytes
of data are expected to be generated from approx. 41.6B Internet of Things (IoT) devices by 2025.
(IDC Forecast)
76%
of consumers want more customization.
(Accenture survey - 2021)
- According to the world Economic Forum, servitisation represents an effective way to accelerate the investments in energy-efficiency needed to deliver the Paris Agreement goals for achieving a low-carbon economy
- Leading organizations such as GE Healthcare, Siemens and Fresenius are starting to offer equipment via a pay-per-use/pay-per-outcome model. They are joining hospitals and other healthcare providers in offering Value-Based Care (VBC). For example, GE’s TruPay provides the complete care of certain medical equipment, such as REVACT equipment, through a pay-per-use model. It comes with built-in performance commitments including 95 percent equipment uptime, complete care for three years, and 24/7 online remote services. In return, GE determines prices based on outcomes delivered.
Chemistry is an independent, B-Corp Certified strategic design consultancy based in Singapore and Amsterdam. Established in 2000 with the belief that great ideas come from the synergy of people, we bring together a diverse and multi-talented team of innovators and designers.
We are conscious of the impact we create, for communities, organisations, and the planet. Our expertise has been helping companies from a broad range of industries find breakthroughs to complex systemic challenges.
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