Imagine a busy hospital where a critical medical machine broke down, requiring a replacement part manufactured by a Global OEM. The hospital promptly reached out to the company for assistance, only to be met with silence. With no response from the manufacturer, they were left with no choice but to turn to a local mechanic, who managed to fix the machine—but only after months of trial and error.

The replacement part was estimated to cost around $2,500 USD, a significant expense, yet the OEM still failed to capitalize on this revenue opportunity. More importantly, the lack of timely support severely damaged the hospital’s trust in the brand. The machine remained out of service for three months—an unacceptable delay in a critical industry like healthcare.

This story is not unique. Many manufacturers neglect their aftermarket business, failing to recognize its potential for both revenue growth and long-term customer relationships. When customers are forced to find alternatives, OEMs lose not just a sale, but their credibility and future business opportunities.

The Aftermarket Opportunity: Why OEMs Need to Step Up

Aftermarket services, including parts replacement, maintenance, and repairs, represent a massive revenue stream. Yet, many OEMs focus solely on new equipment sales, overlooking the long-term value of their existing customer base. This approach leaves gaps in service, frustrating customers and driving them toward third-party solutions or makeshift repairs.

Had the global OEM in our story implemented a proactive aftermarket strategy, they could have ensured quick part availability, faster response times, and an overall better experience for the hospital. More importantly, they could have secured repeat business and strengthened customer loyalty.

The AI Advantage: Predicting Parts Needs and Automating Responses

The good news? AI-driven solutions can prevent such incidents. AI can analyze equipment usage patterns and predict when parts will need replacement, allowing OEMs to maintain optimal inventory levels and proactively reach out to customers before a breakdown occurs.

Additionally, AI-powered agents can handle repetitive customer inquiries, ensuring that requests for spare parts and service do not go unanswered. These intelligent systems can process and respond to inquiries 24/7, reducing response times and freeing up human teams to focus on high-value tasks like strategic service expansion and customer engagement.

Workforce Shortages? AI Can Help There Too

Many OEMs cite workforce shortages as a barrier to expanding their aftermarket operations. However, AI-driven automation can bridge this gap by handling routine tasks like order processing, parts recommendations, and even basic troubleshooting.

AI Agents can support specific aftermarket functions, including:

• Quote Agent – Streamlines the quotation process by automating data and information retrieval, enabling you to generate accurate quotes with minimal human input.
• Leads Agent – Leverages Installed Base data to uncover untapped sales opportunities, helping you identify new prospects.
• Service Contract Agent – Sends timely reminders for upcoming service contract renewals, ensuring you never miss an important deadline.
• Customer Support Agent – Offers round-the-clock support, instantly addressing service requests and technical inquiries for a seamless customer experience.

By implementing AI-driven solutions, manufacturers can significantly improve efficiency, accuracy, and response times, giving them a competitive edge in the aftermarket industry.

Don’t Leave Money on the Table

For industrial OEMs, aftermarket isn’t just an add-on—it’s a core business opportunity. By leveraging AI for predictive maintenance, automated customer support, and workforce optimization, manufacturers can not only capture lost revenue but also enhance customer satisfaction and loyalty.

The lesson from this hospital’s ordeal is clear: When OEMs neglect their aftermarket responsibilities, customers suffer—and so do their bottom lines.

The future of aftermarket is digital, and the time to invest in AI-driven solutions is now.

How Entytle Can Help

Entytle specializes in helping industrial OEMs unlock the full potential of their aftermarket business. Our AI-driven solutions enable predictive maintenance, intelligent automation, and streamlined customer engagement.

With Entytle’s AI Agents, OEMs can:  Process quotes and orders automatically,  Retrieve critical data instantly, Eliminate inefficiencies

This allows teams to focus on what truly matters—growing their aftermarket business.

Don’t let revenue slip through the cracks. Partner with Entytle and transform your aftermarket strategy today!