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from our clients that is broken or that has stopped working The final pillar will be our remote diagnosis portal. Here we
for whatever reason could easily cost millions per day. So, will receive all the data coming from the equipment, including
for our clients, speed is vital. With this digital platform of the data we take from the measurements we take from the
servitisation, we can predict possible damage or deploy ten equipment. This is an incredibly powerful tool because, with
drones to do inspections at the same time, when we can only this data, we can do many things to help and boost our
have six or seven client’s operations.
“SERVITISATION IS VITAL IN OUR
engineers doing the For example, we
same job”. can predict future
BUSINESS TO MAKE THINGS MORE maintenance before
What trend do it is needed, discover
you think will EFFICIENT AND BETTER, BUT NOT TO signs of possible
define the future malfunctions or
of servitisation? REPLACE THE HUMAN FACTOR” problems, or even
“I think there is communicate with
no such thing our clients and let
as a single trend. One client might want to focus more on them know if they can push further the operational limits of
operation time and another client will prefer to have a sort of the equipment to have an even more profitable or successful
subscription. Servitisation is about customisation. We need operation. In short, we can see how the equipment is behaving
to provide each client with the specific things they need to and how it’s being used and help our clients to make the most
increase the efficiency and value of the services we provide to out of it”.
them”, says Martijn.
Finally, any piece of advice for brands, entrepreneurs,
or companies that want to be industry leaders by
“An enterprise management service system because we work providing services in their fields, as Huisman does?
with very big clients and we have noticed that their teams are “Keep in mind that if something is not good for your clients,
also big. For example, one client could have 20 vessels, with if it’s not profitable for them, it most likely won’t be good for
chief engineers that change between the morning shift and your company either. You need to make their lives easier, not
the night shift, so could easily be communicating with 80 the other way around. Secondly, a product company is not a
people from that specific client. service company, so be patient. Implementing servitisation
inside a company that is product-oriented takes time. Don’t
When we interviewed a client, he told us, “you don’t prioritise be shooting at the stars; take things one step at a time. And
properly”, so that’s why we want to have an enterprise finally, never lose sight of the importance of face-to-face
management system to help us and the client channel communication. Servitisation is vital in our business to make
requests properly using a ticket system. This will also allow things more efficient and better, but not to replace the human
the client to have hierarchical control over this request by factor”, Martijn concludes. ••
placing the authority to actually send the tickets in the hands
of someone—or a team—that will be able to properly indicate
what is the most urgent demand from the client’s perspective.

The second pillar is a technical library. So our clients can
access the manuals, documents, and certifications. What we
will have in the future is a technical library where the client
will have all the same documents in an online environment
that will have the added benefit of being updated. And we can
also add other things like drone inspections.

Number three is an online part shop. This online environment
will allow the client to walk to their equipment in a 3D model
and click on the part they need to get the references for from
the online part shop.

Our fourth pillar will be a remote support page, where the
client can request remote support in different formats: phone
support, PLC support, drone support, and smart glasses
support, among others.

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